Service Desk Analyst

Capgemini; Sydney; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid working

Career development

Total rewards package

Job summary

Capgemini is seeking an IT Helpdesk Support professional to act as the first point of contact for end-user issues. You will triage, log, and resolve incidents, escalating to technical teams when needed, while delivering clear and empathetic support for desktops, apps, and access.

Based 100% onsite at the client’s Port Kembla, NSW location, the role requires teamwork, strong communication, and comfort with shift-based work.

Qualifications

• Strong interest in technology and a 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 understanding of troubleshooting and exposure to IT environments such as helpdesk or desktop support.
• Ability to work effectively in a team and adapt to shift-based work when required.

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

Tech curiosity

Customer focus

Verbal communication

Troubleshooting basics

Team player

Job description

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired bya collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizationsunlock the value of technology and build a more sustainable, more inclusive world.

Your Role

• 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.

This role is based 100% onsite at the client’s location in Port Kembla, NSW.

Your Profile

Qualifications & Experience

• Strong interest in technology with a desire to grow in an IT support environment
• Excellent verbal and written communication skills with a customer‑first mindset
• Experience in customer‑service roles, with the ability to support users professionally
• Basic understanding of troubleshooting and exposure to IT environments such as helpdesk or desktop support
• Ability to work effectively in a team and adapt to shift‑based work when required

What you’ll love about working here

• You will be a part of a diverse collective of free-thinkers, entrepreneurs and industry experts. You will love the exposure to the scale of transformation, the depth of expertise, and the opportunities for growth.
• We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day‑to‑day reality for our people.
• At the heart of our mission is your career growth. You will have countless learning and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications crafted to support you in exploring a world of opportunities.
• We realise a Total Reward package should be more than just compensation. We offer a range of core and flexible benefits and have a Peer Recognition Portal called ‘Celebrate’.

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.
Make it real | www.capgemini.com