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For more about why Capgemini https://www.capgemini.com/au-en/careers/why-join-capgemini/

LET’S TALK ABOUT YOUR CAPABILITY AND EXPERIENCE

• Minimum 2, ideally 3+ years of experience within a service desk environment
• Minimum 1 year experience in working with the management of chatbots ITIL Foundations certified
• Essential Technical Knowledge Requirements

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 name resolution, and familiar with infrastructure services (e.g., DNS, DHCP).Essential Behavioral Skills
• Documentation: Able to create and maintain documentation for different audiences (e.g. SD and IT users)
• Communication Skills: Excellent communications skills, both verbal and written.
• 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: Understands the importance of customer service and the impact it has on the overall customer contract sentiment
• Business Improvement:
• Contributes positively to the business improvement process of the organization through active participation in team discussions.
• 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.
• Able to act in the best interest of both Capgemini team members, and our customer(s), in determining solutions to problems.
• Troubleshooting: Able to identify and resolve incidents in a methodical and logical manner.

Data Analysis: Ability to analyze data to identify trends and insights

• Manage the knowledge management approval flows, ensuring knowledge is not “held up”
• Work with the SD coaches to ensure SD engineers have the required knowledge artifacts to perform their roles
• Work closely with the quality and training lead to ensure user facing knowledge articles and training affidavits are of the required quality.
• Review knowledge usage and implement improvement which will increase the usage.
• Train the chatbot and continuously review the interactions to improve the chatbot relevancy and efficiency.
• Contribute to the creation of an inspiring, motivational team environment with an open communication culture.