IT Service Desk Engineer | Hybrid & Growth

Capgemini; Western Australia; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Learning & development opportunities

Total Reward package

Celebrate peer recognition portal

Job summary

Capgemini Australia is seeking an IT support professional to become the first point of contact for end-user IT issues, handling inbound calls and tickets, triaging and resolving incidents where possible.

You will provide first-level support for desktops, applications, user access, and basic infrastructure services, communicate clearly, and document fixes in line with ITIL practices, with a strong emphasis on customer service and teamwork.

Qualifications

• Interest in technology and desire to grow in IT support.
• Excellent verbal and written communication with a customer-first mindset.
• Experience in customer-service roles supporting users professionally.
• Basic troubleshooting understanding and exposure to IT environments such as helpdesk.
• Ability to work in a team and adapt to shift-based work.

Responsibilities

• Serve as the first point of contact for end-user IT issues, handling inbound calls and tickets.
• Triage, log, and resolve incidents where possible, escalating to technical teams when required.
• Provide first-level support for desktops, applications, user access, and basic infrastructure services.
• Communicate clearly with users, delivering timely, professional, and empathetic support.
• Document repeatable fixes and follow ITIL-aligned processes to ensure accurate, high-quality ticket handling.

Skills

Interest in technology

Customer-focused communication

Customer-service experience

Troubleshooting basics

Teamwork & shift flexibility

Tools

Helpdesk software

Job description

Capgemini Australia is seeking an IT support professional to become the first point of contact for end-user IT issues, handling inbound calls and tickets, triaging and resolving incidents where possible.

You will provide first-level support for desktops, applications, user access, and basic infrastructure services, communicate clearly, and document fixes in line with ITIL practices, with a strong emphasis on customer service and teamwork.