Description:
Let’s talk about the role and 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.
- 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, 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
Let's talk about the team
You'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 experience
- Minimum 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.