Service Desk Analyst

Role summary

Written by MyIslandJob from the job title and employer. See the employer's page for the full description.

The Service Desk Analyst provides first-line technical support to users, logging, prioritising and resolving incidents and service requests through phone, email and ticketing systems. Requirements typically include relevant IT support experience, strong troubleshooting skills, familiarity with Windows, Microsoft 365, hardware, networking and IT service-management tools, and an understanding of ITIL principles. The successful candidate is expected to communicate clearly, deliver patient and professional customer service, meet service-level targets, document solutions accurately and escalate complex issues appropriately. Flexibility for rostered shifts, teamwork and a willingness to continue learning are also important.

About the employer

Capgemini is a global business and technology services company that helps organisations use technology to improve operations, customer experiences and business performance. Headquartered in France, it operates across consulting, digital transformation, cloud, data and artificial intelligence, engineering, cybersecurity and managed services. Capgemini works with clients in industries including financial services, government, telecommunications, manufacturing, retail, energy and healthcare. Its Australian business supports major public- and private-sector organisations through technology implementation, application management, infrastructure services and advisory work. The company employs a large international workforce and promotes collaboration, professional development and inclusive working environments. Depending on the position, employees may work with global delivery teams and gain exposure to enterprise platforms, modern cloud services and a wide range of client environments.