Service Desk Administrator

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your Profile

• Oversee daily service desk operations, managing L1 and L1.5 support agents, Incident & Knowledge Managers, and other analysts to ensure smooth service delivery.
• Monitor team performance and KPIs, including ticket queues, response times, and user satisfaction, to identify and implement improvements.
• Drive service improvement initiatives, updating policies and procedures to meet or exceed SLAs and contractual obligations.
• Manage issue resolution and escalations, ensuring timely and effective handling of technica...