Service Desk Analyst

Service Desk Analyst

Location:

Experience:

Choosing Capgemini means choosing a place where you’ll be empowered to grow your career, supported by a collaborative team, and inspired to deliver exceptional IT support services. Join us in helping organizations streamline their IT operations and enhance user experience through efficient service desk solutions.

Your Role

As a Service Desk Analyst, you will be the first point of contact for IT support, ensuring timely resolution of technical issues and maintaining high levels of customer satisfaction. You’ll work closely with users, technical teams, and service management platforms to deliver seamless support across various IT functions.

In this role, you will:

• Provide first-level technical support and resolve incidents efficiently.
• Manage service requests, incidents, and changes using ITSM tools (e.g., ServiceNow).
• Support user onboarding, access provisioning, and basic resource requests.
• Monitor system health and generate service performance reports.
• Guide users through self-service portals and support documentation.
• Coordinate with escalation teams for complex issue resolution.
• Ensure compliance with SLAs and service quality standards.

Your Profile

• 2+ years of experience in IT service desk, help desk, or technical support.
• Hands-on experience with cloud services support (preferably GCP).
• Proficiency in ITIL framework and service management processes.
• Strong troubleshooting skills in application and infrastructure support.
• Familiarity with remote support tools and basic system monitoring.
• Excellent communication and customer service skills.
• Ability to manage multiple tickets and priorities simultaneously.
• Bachelor’s or Master’s degree in a relevant field.

Technical Skills

• Service Management:

  Incident, problem, and change management; SLA tracking; documentation and knowledge base management.

• Technical Support:

  User access management, application troubleshooting, remote support, and escalation handling.

• GCP Skills:

• Console navigation and basic resource management
• IAM role assignments and access control
• Compute Engine and Cloud Storage support
• Monitoring dashboards and alert triage
• Billing usage analysis and cost monitoring

Certifications (Preferred)

• ITIL Foundation (Required)
• Google Cloud Digital Leader or Associate Cloud Engineer

What You’ll Love About Working Here

• Fast-paced and collaborative work environment.
• Opportunities to work with global teams and cutting-edge technologies.
• Continuous learning and certification support.
• Flexible work arrangements and a strong focus on work-life balance.

About Us

Capgemini is a global business and technology transformation partner, helping organizations accelerate their dual transformation to address the evolving needs of customers and citizens. With a strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs—from strategy and design to operations.

To achieve this, Capgemini draws on the capabilities of its 360,000 team members in more than 50 countries, all driven by the purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization with market-leading capabilities in digital, cloud, and data.