Job Executive support

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.

For more about why Capgemini https://www.capgemini.com/au-en/c...join-capgemini/

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

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.

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 LGTBQ+ ‘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, and our staff-led community groups are a testament to this commitment. We are committed to being active allies for everyone.

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. Its 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.

For over 50 years our values and ethics have been at heart of our identity. From our approach to ethics to the way we interact with one another, honesty, boldness, trust, freedom, team spirit, modesty, and fun guide and inspire all we do and have led to us being recognised as one of the World’s Most Ethical Companies by the Ethisphere Institute 12 years in a row.

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 understand for some people, a standard hiring processes can come with challenges. If you are living with a disability, are gender diverse or neurodivergent and we can provide support with access requirements or by making an adjustment to our hiring process, please contact us at ***************@capgemini.com

Information Security and Compliance
Capgemini Australia has developed and manages, process orientated Management Systems compliant to the requirements of ISO9001, ISO27001 and ISO14001. We are committed to delivering secure solutions and services through state-of-the-art processes and continual improvement frameworks in line with industry best practices as well as contractual, statutory, and regulatory requirements.

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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