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.
Let’s talk about the role and responsibilities
* Plan and provide training for Service Desk staff. Continuously improve and adjust training as required.
* Work with the SD coaches to ensure SD engineers receive training on processes and technical areas required for their role.
* Ensure training is assimilated correctly via quality controls and regular checkpoints.
* Assist with management, maintenance & development of knowledge base.
* Work closely with the knowledge manager to ensure user-facing knowledge articles and training affidavits generated by Capgemini are of the required quality.
* Conduct audits and inspections: Regularly audit service desk engineer work to identify and address quality issues.
* Analyze data: Collect and analyze data to identify trends and areas for improvement.
* Ensure compliance: Making sure that all the work done by service desk complies with both internal and client processes.
* Develop training programs: Creating and implementing training programs.
* Conduct training sessions: Leading training sessions to ensure all staff are aware of the processes and knowledgeable in the required support areas (in collaboration with the technical coaches).
* Monitor training effectiveness: Evaluating the effectiveness of training programs and making necessary adjustments.
* Collaborate with other departments: Working closely with other departments to improve knowledge of the service desk.
* Customer feedback analysis: Analyzing customer feedback to identify improvements and implement necessary changes.
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.
Let’s talk about your capability and experience
* Minimum 2, ideally 3+ years experience within a service desk environment.
* Minimum 1 year experience in the delivery of training, preferably within a service desk setting.
* Essential Technical Knowledge Requirements:
* 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 in order 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, understands TCP / IP and name resolution, and is familiar with infrastructure services (e.g., DNS, DHCP).
* Documentation: Able to create and maintain training documentation for different audiences (e.g. SD and IT users).
* Communication Skills: Excellent communications skills, both verbal and written.
* 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: Understands the importance of customer service and the impact it has on the overall customer contract sentiment.
* Business Improvement: Contributes positively to the business improvement process of the organization through active participation in team discussions.
* 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.
About Capgemini
At 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.
Our people are the key to making this vision a reality, which is why we have been recognised by the Australian Workplace Equality Index as LGBTQ+ ‘Employer of the Year’ and ‘Inclusion of Trans and Gender Diverse Employees’ for the past two years. 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 believe by combining the power of the latest technology with our human energy, we can drive sustainable thinking into our operations and the work we do with clients. It's why we are committing to being carbon neutral for our own operations no later than 2025 and across our supply chain by 2030, and committed to becoming a net zero business by 2040.
Empower yourself with the knowledge and skills you need to succeed with our access to premier learning platforms, sought-after certifications, and boundless development opportunities. You’ll be encouraged to gain at least 40 hours of training each year.
Our Commitment to Diversity & Inclusion
Don’t meet every single requirement for this role? Studies have shown women and people from diverse minority backgrounds are less likely to apply to jobs unless they meet every single requirement. 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.
We strive to ensure you feel respected, informed, and valued through our recruitment process. If your experience falls short of this, we welcome your suggestions for improvement via our Contact Us page on our website.
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