Service Management Desk - London, UK - Fulltime

Join Capgemini’s Cloud & Custom Applications (C&CA) practice, where we Consult with Purpose, Continuously Evolve, and Architect Tomorrow. We are seeking a highly skilled and experienced Service Management Desk Professional to drive service excellence, ensure seamless IT support operations, and deliver exceptional customer experiences across enterprise environments.

Hybrid working:

The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

Your Role:

• Act as the primary point of contact for IT related incidents and service requests
• Log categorize prioritize and track tickets through to resolution
• Provide Level 1Level 15 support for applications infrastructure and end-user computing issues
• Troubleshoot hardware software network and access related issues
• Escalate complex incidents to appropriate resolver groups and monitor progress
• Ensure all incidents and requests are handled in accordance with ITIL processes and agreed SLAs
• Communicate effectively with users regarding ticket status resolutions and workarounds
• Perform incident trend analysis and identify recurring issues for problem management
• Maintain accurate documentation of incidents resolutions and knowledge articles
• Support major incident management activities and business critical issues when required Collaborate with cross functional teams to drive service improvements *

• Strong understanding of IT Service Management ITSM concepts and ITIL processes
• Experience with ticketing tools such as ServiceNow Remedy JIRA or BMC Helix
• Knowledge of Windows operating systems Microsoft Office 365 Active Directory and basic networking concepts
• Excellent troubleshooting and analytical skills
• Strong verbal and written communication abilities
• Customer focused mindset with excellent stakeholder management skills Ability to work in a 24x7 support environment if required *

We are a Disability Confident Employer

• You’d be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions.
• To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.
• You will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more. You will be joining one of the World’s Most Ethical Companies®, as recognised by Ethisphere® for 13 consecutive years. We live our values by making ethical business choices every day. Working ethically is at the centre of our culture at Capgemini, meaning you will be helping to create a future we can all be proud of. *

Why you should consider Capgemini:

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini:

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2025 global revenues of €22.5 billion.

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