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. You will provide first‑level support for desktops, applications, user access and basic infrastructure services while delivering professional and empathetic assistance.

Key responsibilities

• Handle inbound calls and tickets, triage, log and resolve incidents or escalate to technical teams.
• Provide first‑level support for desktops, applications, user access and basic infrastructure services.
• Communicate clearly with users, delivering timely and professional support.
• Document repeatable fixes and follow ITIL‑aligned processes for high‑quality ticket handling.

Required profile

• Strong interest in technology and desire to grow in an IT support environment.
• Excellent verbal and written communication skills with a customer‑first mindset.
• Experience in customer‑service roles and basic understanding of troubleshooting.
• Ability to work effectively in a team and adapt to shift‑based work when required.

What we offer

• Diverse, inclusive work environment with hybrid working arrangements.
• Extensive learning and development opportunities, including access to 250,000 courses and external certifications.
• Comprehensive total reward package with core and flexible benefits and a peer recognition portal.