Service Desk Analyst: IT Support & SLA Champion

Boltin; Victoria; On-site; AUD 60,000 - 85,000; Full time

Job summary

Capgemini in Victoria is seeking a technical services professional to work with a 5–10 person team, resolving software, hardware and network issues for Capgemini customers.

You will diagnose problems, implement solutions, communicate resolutions to customers, follow SLA requirements, update cases daily, escalate when needed, and create/maintain operational documentation.

Take ownership of issues, participate in ongoing training, and collaborate with staff and customers to improve service delivery.

Responsibilities

• Diagnose problems and implement appropriate solutions.
• Communicate resolutions to customers clearly and professionally.
• Respond to cases logged by Customer, Operations and Automated Ticketing.
• Adhere to Service Level Agreement response and resolution times.
• Update cases daily or per SLA requirements.
• Escalate unresolved issues via the proper path in a timely manner.
• Comply with change management policies and documented procedures.
• Create and maintain all operational documents for the client.
• Take ownership and proactively identify areas for improvement.
• Handover cases and activities when absent for leave or training.
• Undertake internal training as scheduled in the Training & Development Plan.
• Maintain ownership of customer issues until resolved or reassigned.
• Liaise with customers to understand business impact and keep them informed during resolution.
• Collaborate with Capgemini staff and customers at all times.
• Assist the Team Lead and Service Delivery Manager as required.

Job description

Capgemini in Victoria is seeking a technical services professional to work with a 5–10 person team, resolving software, hardware and network issues for Capgemini customers.

You will diagnose problems, implement solutions, communicate resolutions to customers, follow SLA requirements, update cases daily, escalate when needed, and create/maintain operational documentation.

Take ownership of issues, participate in ongoing training, and collaborate with staff and customers to improve service delivery.