Service Desk Engineer

3 weeks ago

Sydney, New South Wales, Australia Capgemini Full time
Overview

Join to apply for the Service Desk Engineer role at Capgemini.

Responsibilities
  • Level 1 Service Desk engineer role.
  • Provide immediate access to walk-up end users for hardware and software support - Follow all documented procedures for resolution and escalation of incidents
  • Retain ownership of Customer issues until resolved, escalated or accepted by another individual
  • Provide Authorized Users with required support for how-to questions and other IT-related questions
  • Ensure the asset register is maintained and accurate at all times
  • Provide reports including the number of interactions & the number of resolved interactions
  • Treat every client like a VIP, strengthening the relationship as well as engaging users who otherwise might disengage from IT
  • Adhere to Service Level Agreement response and resolution time requirements
  • 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
Your Profile
  • Minimum 2 years experience with troubleshooting end user issues in a corporate environment.
  • Printer & Audio visual support experience - Crestron device management expereince highly regarded.
  • ITIL v3 MCITP/MCTS and/or relevant technical qualifications highly regarded.
What You'll Love About Working Here
  • You will be a part of a diverse collective of free-thinkers, entrepreneurs and industry experts. You will love the exposure to the scale of transformation, the depth of expertise, and the opportunities for growth.
  • We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people.
  • At the heart of our mission is your career growth. You will have countless learning and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications crafted to support you in exploring a world of opportunities.
  • We realise a Total Reward package should be more than just compensation. We offer a range of core and flexible benefits and have a Peer Recognition Portal called 'Celebrate'.
Employment details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Information Technology
  • Industries: IT Services and IT Consulting
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