Service Desk Agent

Explore our latest thought leadership, ideas, and insights on the issues that are shaping the future of business and society.

Choose a partner with intimate knowledge of your industry and first-hand experience of defining its future.

Discover our portfolio – constantly evolving to keep pace with the ever-changing needs of our clients.

Become part of a diverse collective of free-thinkers, entrepreneurs and experts – and help us to make a difference.

We are a global leader in partnering with companies to transform and manage their business by harnessing the power of technology.

Come and join a thriving company and become part of a diverse global collective of free-thinkers, entrepreneurs and industry experts who are all driven to use technology to reimagine what's possible. Capgemini. Get the future you want.

Let's talk about the role and responsibilities

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.

Typical Duties & Responsibilities

• 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.
• Follow all documented procedures for resolution and escalation of incidents.
• Create and maintain all Operational documents for your assigned client.
• 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, ensuring an understanding of the business impacts associated with problems and keeping 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.

Standard Key Performance Indicators (KPI)

The following are examples of possible KPI's that could relate to this role. KPI's will also depend upon an individual's own Career Development Plan.

• Understand and adhere to your assigned client contract(s) and all associated SLA's.
• Successfully complete set learning hours/any assigned, accredited certifications, per your Training & Development Plan.
• Ensure you contribute to and utilise knowledge articles and documentation.
• Ensure you accurately record and submit completed timesheets as directed.

Let's talk about the team

Our Cloud Infrastructure Services & Modern Work (CIS & MW) practice brings together the right technology, processes and culture to deliver business agility and cost reduction to our clients. We provide cloud focused client advisory and delivery services on areas such as hybrid cloud, workplace services, security, service desk and cloud service management/delivery.

Capgemini has proven experience in building cloud strategies that have enabled our clients to adopt a cloud-first approach to achieving their business objectives. Our Cloud Infrastructure Services enable enterprises to overcome the barriers to cloud adoption and manage the real business risks.

Let's talk about your capability and experience

• A keen interest in computers and the tech industry.
• Experience in front-facing customer service.
• Excellent communication skills both verbal & written.
• Knowledge Requirements (highly regarded but non-essential skills)
• Operating Systems
• Able to provide first level troubleshooting and problem analysis for all client operating systems.
• Administration
• Capable of utilizing remote access software (e.g., Remote Desktop) to remotely control desktops.
• Applications
• Understand how applications interact with hardware in order to provide first level troubleshooting and analysis.
• Files & File Systems
• Understands data movement utilities and file permissions and can perform basic maintenance on file systems.
• Backup/Restore
• Understands backup and restore processes.
• Security
• Understands requirements for physical and virtual security within a managed environment, including virus protection.
• Networking
• Can verify connectivity within a network, understands TCP/IP and is familiar with infrastructure services (e.g., DNS, DHCP).
• Documentation
• Able to create, maintain and utilize supporting infrastructure documentation.
• Communication Skills
• Strong communications skills, both verbal and written.
• Is approachable and encourages interaction with Capgemini staff and customers, provides information in a manner that is understood and communicates in a sensitive and professional manner.
• Teamwork & Sharing
• Participates in team discussions and activities and respects the opinions of other team members.
• Shares information and knowledge freely and aids team members.
• Customer Service
• Always provide excellent customer service.
• Business Improvement
• Contribute positively to the business improvement process of the organization by active participation in team discussions and analysis of work processes.
• Decision Making
• Able to make decisions or escalate at the appropriate time, considering the needs of the situation, priorities, constraints and the availability of necessary information.
• Troubleshooting
• Able to identify and resolve incidents in a methodical and logical manner.

About Capgemini

At Capgemini, we are more than just a business, we are a diverse global collective of strategic and technological experts who are passionate about finding ways technology can help our clients, our people and our communities get the future they want.

Our people are the key to making this vision a reality, which is why we have been recognised by the Australian Workplace Equality Index as LGBTQ+ 'Employer of the Year' and 'Inclusion of Trans and Gender Diverse Employees' for the past two years. We believe in creating a safe, flexible, and inclusive culture where everyone can bring their authentic selves to work, contributing to our inclusive culture and truly belong, and our staff-led community groups are a testament to this commitment.

We believe by combining the power of the latest technology with our human energy, we can drive sustainable thinking into our operations and the work we do with clients. Its why we are committing to being carbon neutral for our own operations no later than 2025 and across our supply chain by 2030, and committed to becoming a net zero business by 2040.

Empower yourself with the knowledge and skills you need to succeed with our access to premier learning platforms, sought-after certifications and boundless development opportunities. You'll be encouraged to gain at least 40 hours of training each year.

For over 50 years our values and ethics have been at heart of our identity. From our approach to ethics to the way we interact with one another, honesty, boldness, trust, freedom, team spirit, modesty, and fun guide and inspire all we do and have led to us being recognised as one of the World's Most Ethical Companies by the Ethisphere Institute 12 years in a row.

Our Commitment to Diversity & Inclusion

Don't meet every single requirement for this role? Studies have shown women and people from diverse minority backgrounds are less likely to apply to jobs unless they meet every single requirement. At Capgemini, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly, we encourage you to apply and tell us what you can bring to the role.

We understand for some people, a standard hiring processes can come with challenges. If you are living with a disability, are gender diverse or neurodivergent and we can provide support with access requirements or by making an adjustment to our hiring process, please contact us at talentacquisitionaunz@capgemini.com.

Information Security and Compliance

Capgemini Australia has developed and manages, process orientated Management Systems compliant to the requirements of ISO9001, ISO27001 and ISO14001. We are committed to delivering secure solutions and services through state-of-the-art processes and continual improvement frameworks in line with industry best practices as well as contractual, statutory, and regulatory requirements.

We strive to ensure you feel respected, informed and valued through our recruitment process. If your experience falls short of this, we welcome your suggestions for improvement via our Contact Us page on our website.

When you join Capgemini, you don't just start a new job. You become part of something bigger.

#J-18808-Ljbffr

---