Service Desk Analyst

About the Role

Joining Capgemini means entering an environment where your career trajectory is supported and inspired by a global community committed to innovation and inclusivity. You will play a crucial role in enabling leading organizations to leverage technology for sustainable and inclusive growth.

Key Responsibilities

• Act as the primary contact point for user IT issues through inbound calls and ticket handling.
• Efficiently classify, document, and resolve incidents or escalate to specialized technical teams as needed.
• Deliver first-level assistance for desktop systems, applications, access rights, and fundamental infrastructure services.
• Maintain clear, timely, and empathetic communication with users to provide professional support.
• Record frequently encountered solutions and adhere to ITIL-aligned processes to ensure precise and high-quality ticket management.

Candidate Profile and Requirements

• Strong enthusiasm for technology and a commitment to developing skills in IT support.
• Exceptional verbal and written communication capabilities with a customer-centric focus.
• Previous experience in customer service roles with the ability to offer professional user support.
• Basic troubleshooting knowledge and familiarity with IT helpdesk or desktop support environments.
• Team-oriented mindset and flexibility to work in shift patterns as required.
• Availability to work onsite at the Port Kembla, NSW location is mandatory.

What You Can Expect

• Work alongside a diverse group of innovators, entrepreneurs, and industry specialists, gaining exposure to large-scale transformations and professional growth opportunities.
• A positive work-life balance supported by flexible and hybrid working arrangements integrated into daily operations.
• Extensive career development via numerous learning platforms, including access to hundreds of thousands of courses, thinktanks, and hackathons that encourage skill expansion.
• A comprehensive Total Reward package featuring various core and optional benefits, along with a peer recognition program known as 'Celebrate'.

Equal Opportunity Statement

Veterans and Indigenous candidates are strongly encouraged to apply.

Additional Information About Capgemini

Capgemini is a global enterprise specializing in AI-driven business and technology transformation, with nearly six decades of heritage. Employing over 420,000 professionals across more than 50 countries, the company provides end-to-end solutions that combine strategy, technology, design, engineering, and business operations. The group recorded global revenues of €22.1 billion in 2024.