Service Desk Specialist - IT Support & Issue Resolution

Boltin; City of Melbourne; On-site; AUD 65,000 - 90,000; Full time

Job summary

Capgemini is seeking a technically skilled support professional in Melbourne, Australia, to work within a 5–10 person team. The role involves resolving software, hardware and network issues for Capgemini customers, diagnosing problems, implementing solutions, and communicating resolutions to customers.

You will respond to cases logged by various teams, maintain daily case updates per SLA, and escalate issues as required.

Qualifications

• Experience resolving technical software, hardware and network problems.
• Ability to diagnose problems and implement solutions.
• Experience communicating resolutions to customers.

Responsibilities

• Respond to cases logged by Customer, Operations and Automated Ticketing.
• Adhere to Service Level Agreement response and resolution time requirements.
• Ensure cases are updated daily, or as per customer SLA.
• Escalate unresolved issues via the appropriate escalation path.

Job description

Capgemini is seeking a technically skilled support professional in Melbourne, Australia, to work within a 5–10 person team. The role involves resolving software, hardware and network issues for Capgemini customers, diagnosing problems, implementing solutions, and communicating resolutions to customers.

You will respond to cases logged by various teams, maintain daily case updates per SLA, and escalate issues as required.