Come and join a thriving company and become part of a diverse global collective of free-thinkers, entrepreneurs and industry experts who are all driven to use technology to reimagine what’s possible. Capgemini. Get the future you want.Salary: $80,000 - $96,000 p.a + 11.5% SuperLet’s talk about the role and responsibilitiesRespond 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 Service Level Agreement.Ensure all unresolved issues are escalated via the appropriate escalations path in a timely manner.Comply with Customer and Capgemini change management policy and processes.Follow all documented procedures for resolution and escalation of incidents.Create and maintain all Operational documents for your assigned client.Take ownership and be proactive in identifying areas for improvement within Capgemini and Customer environments.Handover cases and scheduled activities when away on leave or training.Undertake internal training within the scheduled timeframe or as identified in your Training & Development Plan.Retain ownership of Customer issues until resolved, escalated or accepted by another individual.Liaise directly with Customers in a professional and courteous manner on service requests or problems, ensuring an understanding of the business impacts associated with problems and keeping the customer informed as part of the resolution process.Always collaborate with other Capgemini staff and Customers.Assist the Team Lead and Service Delivery Manager as required.Let's talk about the teamYou'll be working within a varied complex role with many of Capgemini's valued customers, working with an accomplished team in a collaborative atmosphere.Let’s talk about your capability and experienceMinimum of 4 years’ experience in IT support as a service desk engineer or desktop engineer, of which at least 1 year at a senior level involving VIP and senior management support.Excellent communication skills both verbal & written.ITIL Foundation certified.Knowledge of IOS (iPhone and iPad) is a bonus.About CapgeminiAt Capgemini, we are more than just a business; we are a diverse global collective of strategic and technological experts who are passionate about finding ways technology can help our clients, our people, and our communities get the future they want.We believe in creating a safe, flexible, and inclusive culture where everyone can bring their authentic selves to work, contributing to our inclusive culture and truly belong. We are committed to being active allies for everyone.Our Commitment to Diversity & InclusionDon’t meet every single requirement for this role? At Capgemini, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly, we encourage you to apply and tell us what you can bring to the role.Information Security and ComplianceCapgemini Australia has developed and manages process-oriented Management Systems compliant with the requirements of ISO9001, ISO27001, and ISO14001. We are committed to delivering secure solutions and services through state-of-the-art processes and continual improvement frameworks in line with industry best practices.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionInformation TechnologyIndustriesIT Services and IT Consulting and Business Consulting and Services
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