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**Let's talk about the role and responsibilities**
Assist with the diagnosis of problems, determining and implementing appropriate solutions; guiding and/or communicating resolutions to customers.
Work Monday - Friday on a variable roster, can be discussed at interview/on offer.
Typical Duties & 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 Service Level Agreement.
- Ensure all unresolved issues are escalated via the appropriate escalations path in a timely manner.
- Follow all documented procedures for resolution and escalation of incidents.
- Create and maintain all Operational documents for your assigned client.
- 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, ensure an understanding of the business impacts associated with problems and keeps 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
Standard Key Performance Indicators (KPI)
The following are examples of possible KPI's that could relate to this role. KPI's will also depend upon an individual's own Career Development Plan.
- Understand and adhere to your assigned client contract(s) and all associated SLA's.
- Successfully complete set learning hours/ any assigned, accredited certifications, per your Training & Development Plan.
- Ensure you contribute to and utilise knowledge articles and documentation.
- Ensure you accurately record and submit completed timesheets as directed.
**Let's talk about the team**
Our Cloud Infrastructure Services & Modern Work (CIS &MW;) practice brings together the right technology, processes and culture to deliver business agility and cost reduction to our clients. We provide cloud focused client advisory and delivery services on areas such as hybrid cloud, workplace services, security, service desk and cloud service management/delivery.
Capgemini has proven experience in building cloud strategies that have enabled our clients to adopt a cloud-first approach to achieving their business objectives. Our Cloud Infrastructure Services enable enterprises to overcome the barriers to cloud adoption and manage the real business risks.
**Let's talk about your capability and experience**
- A keen interest in computers and the tech industry.
- Experience in front-facing customer service.
- Excellent communication skills both verbal & written.
- Knowledge Requirements (highly regarded but non-essential skills)
- Operating Systems
- Able to provide first level troubleshooting and problem analysis for all client operating systems.
- Administration
- Capable of utilizing remote access software (e.g., Remote Desktop) to remotely control desktops.
- Applications
Files & File Systems
- Understands data movement utilities and file permissions and can perform basic maintenance on file systems.
Backup/Restore
- Understands backup and restore processes.
Security
- Understands requirements for physical and virtual security within a managed environment, including virus protection.
Networking
- Can verify connectivity within a network, understands TCP/IP and familiar with infrastructure services (e.g., DNS, DHCP).
Documentation
- Able to create, maintain and utilize supporting infrastructure documentation.
Communication Skills
- Strong communications skills, both verbal and written.
- Is approachable and encourages interaction with Capgemini staff and customers, provides information in a manner that is understood and communicates in a sensitive and professional manner.
Teamwork & Sharing
- Participates in team discussions and activities and respects the opinions of other team members.
- Shares information and knowledge freely and aids team members.
Customer Service
- Always provide excellent customer service.
Business Improvement
- Contribute positively to the business improvement process of the organization by active participation in team discussions and analysis of work processes.
Decision Making
- Able to make decisions or escalate at the appropriate time, considering the needs of the situation, priorities, constraints and the availability of necessary information.
Troubleshooting
- Able to identify and resolve incidents in a methodical and logical manner.