Service Desk Analyst

About the Role

Joining Capgemini means stepping into a company that empowers you to direct your career growth, supported by a global and collaborative network. This role contributes to enabling leading organizations worldwide to harness technology's full potential and foster a more sustainable and inclusive future.

Responsibilities

• Act as the primary contact point for user IT concerns, managing incoming calls and support tickets.
• Perform incident triage, logging, initial resolution, and escalate technical issues as necessary.
• Deliver first-line assistance for desktop systems, applications, user access, and basic infrastructure services.
• Communicate clearly and empathetically with users to provide prompt and professional support.
• Maintain documentation for common resolutions and follow ITIL-compliant procedures to ensure precise and high-quality ticket management.

Required Qualifications and Experience

• Genuine enthusiasm for technology with aspirations to develop within the IT support field.
• Strong verbal and written communication skills with a focus on customer service excellence.
• Previous experience in customer service, demonstrating the ability to support end users professionally.
• Basic troubleshooting knowledge and familiarity with IT support environments such as helpdesk or desktop assistance.
• Capability to collaborate effectively in a team setting and flexibility to work shifts as needed.

Additional Information

This position is located in Melbourne, Australia. Veterans and Indigenous applicants are particularly encouraged to apply.

Benefits and Work Culture

• Join an inclusive community of innovators, entrepreneurs, and industry specialists, gaining exposure to large-scale transformations and vast opportunities for professional development.
• Enjoy a supportive work-life balance with embedded hybrid and flexible working models.
• Access extensive career growth resources including think tanks, hackathons, and over 250,000 courses plus external certifications.
• Receive comprehensive Total Reward packages, including core and customizable benefits along with a peer recognition platform named ‘Celebrate’.

About Capgemini

Capgemini is a global leader in business and technology transformation, integrating AI and human expertise to create real-world business value. With almost six decades of heritage, a diverse workforce of 420,000 professionals across 50+ countries, and strong industry partnerships, we deliver end-to-end services covering strategy, technology, design, engineering, and operations. In 2024, the group achieved €22.1 billion in revenues.