Service Desk Engineer

at  Capgemini

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

LET’S TALK ABOUT YOUR CAPABILITY AND EXPERIENCE

• Providing enterprise level technical support and customer-oriented service experience
• Troubleshooting desktops laptops and tablets running a Windows OS (Win 7 8.1 and/or 10)
• Working with and troubleshooting common enterprise applications (MS Office Office 365 Lync Skype for Business)
• Troubleshooting printers and print servers
• ITIL v3 MCITP/MCTS and/or relevant technical qualifications highly regarded.
• Ability to work with composure and professionalism when dealing with multiple demands.
• 2 years’ technical support experience.
• ITIL Foundations achieved or ready to pass the certification exam

• 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. Work under supervision as part of a team, providing technical software, hardware and network problem resolutions to Capgemini customers.
• Take ownership and be proactive in identifying areas for improvement within Capgemini and Customer environments.
• Assist with the diagnosis of problems, determining and implementing appropriate solutions, and guides and/or communicates problem resolutions to customers.
• Participates in the 24x7 Service Desk roster as required.