Role:
Service center Agent
Location: Melbourne
Duration: 1 month (Possible Extension)
Description:
Position Summary
* Work under supervision as part of a 5 to 10-person team, providing technical software, hardware, and network problem resolutions to Capgemini customers.
* 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.
Experience & Qualifications
* A keen interest in computers and the tech industry.
* Experience in front-facing customer service - doesn't have to be IT or tech support
* 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: Understand how applications interact with hardware to provide first-level troubleshooting and analysis.
* 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, understand TCP/IP, and be familiar with infrastructure services (e.g., DNS, DHCP).
Essential Behavioral Skills
* Able to create, maintain, and utilize supporting infrastructure documentation.
* Strong communication 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 sensitively and professionally.
* Participates in team discussions and activities and respects the opinions of other team members.
* Shares information and knowledge freely and aids team members.
* Always provide excellent customer service.
* Contribute positively to the business improvement process of the organization by actively participating in team discussions and analysis of work processes.
* Able to make decisions or escalate at the appropriate time, considering the needs of the situation, priorities, constraints, and the availability of necessary information.
* Able to identify and resolve incidents methodically and logically.
Typical Duties & Responsibilities
* Respond to cases logged by Customer, Operations, and Automated Ticketing.
* Adhere to the Service Level Agreement response and resolution time requirements.
* Ensure cases are updated daily, or as per the customer Service Level Agreement.
* Ensure all unresolved issues are escalated via the appropriate escalation path promptly.
* Comply with Customer and Capgemini change management policy and processes.
* Follow all documented procedures for the 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 professionally and courteously on service requests or problems, ensure an understanding of the business impacts associated with problems, and keep 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.
* Complete set of learning hours/ any assigned, accredited certifications, per your Training & Development Plan.
* Ensure you contribute to and utilize knowledge articles and documentation.
* Ensure you accurately record and submit completed timesheets as directed.
Contact:
Yusuf