Service Desk Analyst

Work under supervision as part of a 5 to 10-person team, providing technical software, hardware and network problem resolutions to Capgemini customers.

Assist with the diagnosis of problems, determining and implementing appropriate solutions; guiding and/or communicating resolutions to customers.

Work Monday – Friday on a variable roster, can be discussed at interview/on offer

Respond to cases logged by Customer, Operations and Automated Ticketing.

Adhere to Service Level Agreement response and resolution time requirements.

Ensure cases are updated daily, or as per customer Service Level Agreement.

Ensure all unresolved issues are escalated via the appropriate escalations path in a timely manner.

Comply with Customer and Capgemini change management policy and processes.

Follow all documented procedures for resolution and escalation of incidents.

Create and maintain all Operational documents for your assigned client.

Take ownership and be proactive in identifying areas for improvement within Capgemini and Customer environments.

Handover cases and scheduled activities when away on leave or training.

Undertake internal training within the scheduled timeframe or as identified in your Training & Development Plan.

Retain ownership of Customer issues until resolved, escalated or accepted by another individual.

Liaise directly with Customers in a professional and courteous manner on service requests or problems, ensure an understanding of the business impacts associated with problems and keeps the Customer informed as part of the resolution process.

Always collaborate with other Capgemini staff and Customers.

Assist the Team Lead and Service Delivery Manager as required