Online Service Desk Assistant

About the Company

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided every day by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 300,000 team members in nearly 50 countries. With its strong 50-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, driven by the fast-evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering, and platforms.

Job Description

Are you a natural problem-solver with a passion for helping others? Do you have excellent communication skills and a desire to kickstart your career in IT? Capgemini is seeking enthusiastic and motivated individuals to join our team as an Online Service Desk Assistant. This is an excellent entry-level opportunity for those looking to develop their technical support skills within a leading global technology company. You will be the first point of contact for our clients, providing essential support and ensuring their IT systems run smoothly. We offer comprehensive training and a supportive environment to help you succeed.

Key Responsibilities

• Provide first-line technical support to end-users via phone, email, and chat.
• Log, categorize, prioritize, and resolve or escalate IT incidents and service requests according to defined procedures.
• Perform initial troubleshooting of common hardware and software issues.
• Guide users through basic technical procedures and provide clear, concise instructions.
• Maintain accurate and detailed records of all interactions and resolutions in the service desk system.
• Collaborate with second-line support teams to ensure timely resolution of complex issues.
• Contribute to the creation and maintenance of knowledge base articles to improve self-service options.
• Adhere to ITIL best practices for incident and request management.

Required Skills

• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a logical approach to technical issues.
• Basic understanding of computer systems, networks, and common software applications (e.g., Microsoft Office).
• Customer-focused attitude with a commitment to providing high-quality service.
• Ability to work effectively in a fast-paced and dynamic environment.
• Eagerness to learn and adapt to new technologies.
• Eligibility to work in the UK.

Preferred Qualifications

• Prior experience in a customer service role (any industry).
• Familiarity with IT Service Management (ITSM) tools.
• Basic knowledge of ITIL framework concepts.
• A-Levels or equivalent qualification in a technical or related field.

Perks & Benefits

• Competitive salary and annual bonus scheme.
• Comprehensive training and professional development programs.
• Opportunity to gain industry-recognized certifications.
• Health and well-being benefits.
• Generous annual leave allowance.
• Contributory pension scheme.
• Employee assistance program.
• Hybrid working options (post-training, if applicable to team).
• Access to a global network of experts and career progression opportunities.

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