LET’S TALK ABOUT YOUR CAPABILITY AND EXPERIENCE

• Minimum of 4 years’ experience in IT support as a service desk engineer or desktop engineer of which at least 1 year at a senior level involving VIP and senior management support.
• Excellent communication skills both verbal & written.
• ITIL Foundation certified
• Knowledge of IOS (iPhone and iPad) is a bonus.

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.

LI-BS

LET’S TALK ABOUT THE ROLE AND 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.
• 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