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# Service Management Desk - London, UK - Fulltime

- **Company:** Capgemini
- **Location:** London, UK (Remote available)
- **Contract:** Permanent contract
- **Skills:** Active Directory, Applications Architecture, Microsoft Office, Networking Basics, Servicenow
- **Published:** July 29, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=662103923739148f

## About the Role

* 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

## Description

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
*


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