Candidate’s profile

• Good communication skills
• Excellent verbal and written English and Swedish
• Ability to work with minimum of supervision
• Must be self-driven, objective and have the ability to use initiative and tenacity to resolve issues;
• Client focused in the delivery of service, with good client facing skills
• Experience with Windows environments, including Windows 7 & 10, MS Office and Active Directory
• Working knowledge of LAN, WLAN & WAN networks
• General knowledge of Virtual Private Networks
• General knowledge of Citrix environment would be an asset
• Should have good exposure to ITIL processes, ITIL certificate – good to have

Job description

This role is to work as part of the Capgemini team providing Desktop Support. The successful candidate will also need to work flexibly as part of the Remote Desktop Support team, dealing with Incidents, Service Requests or Changes as and when required.

The main accountabilities for our Senior Desktop Analyst are:

• Delivering the technical and service desk tasks within defined timescales and to standards agreed in relevant Service Level Agreements with client;
• Meeting various  Quality KPIs
• Strict adherance to standard technical processes/practices followed for the corresponding services;
• Ability to understand/follow standard ITIL processes as per the scope of corresponding service;
• Must get each piece of work peer-reviewed/QA’ed thoroughly before the actual delivery;
• Ability to perform peer-reviews for other junior members/new starters within the team in absence of primary peer-reviewer;
• Learning upcoming technologies that could be used going forward for day-to-day delivery (as per the latest trends).
• Ability to work on 24/7 shift pattern set up