Service Desk Analyst

About the role

Capgemini is looking for a Service Desk Analyst to be the first point of contact for end‑user IT issues in Melbourne. You will provide first‑level support, triage incidents and ensure a smooth experience for users across the organisation.

Key responsibilities

• Answer inbound calls and tickets, logging and triaging each incident.
• Resolve desktop, application, user‑access and basic infrastructure issues where possible.
• Escalate complex problems to specialised technical teams.
• Communicate clearly and empathetically with users, delivering timely updates.
• Document repeatable fixes and follow ITIL‑aligned processes for ticket handling.

Required profile

• Strong interest in technology and a desire to grow in an IT support environment.
• Excellent verbal and written communication with a customer‑first mindset.
• Previous experience in customer‑service roles, preferably supporting users.
• Basic understanding of troubleshooting and exposure to help‑desk or desktop‑support settings.
• Ability to work effectively in a team and adapt to shift‑based schedules when needed.

Required skills

• ITIL‑aligned incident management.
• Troubleshooting of desktop and application issues.
• Help‑desk and desktop support experience.

What we offer

• Diverse, inclusive work environment with hybrid working options.
• Access to extensive learning resources, hackathons and certifications.
• Comprehensive total‑reward package including flexible benefits and peer recognition.