Service Desk Analyst

Service Desk Analyst

Capgemini Engineering is looking for 2 to 4 years' Service Desk Analyst who can join immediately.

Experience: 2–4 years

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