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Position Overview
Experienced service desk professional responsible for first-line support, ticket management, and customer service for GCP cloud operations. Handle user requests, incident triage, and service request fulfillment. Experience Requirements
Minimum: 2+ years in IT service desk, help desk, or technical support
Preferred: 4+ years with cloud services support and ITSM processes
Industry: Experience with enterprise IT service management Technical Skills Service Management
ITIL framework and service management processes
Ticket management and workflow systems (ServiceNow)
Incident, problem, and change management
Service level agreement (SLA) management
Knowledge management and documentation
Customer service and communication skills Technical Support
Basic cloud infrastructure concepts
User access management and troubleshooting
Application support and troubleshooting
Remote support tools and techniques
System monitoring and basic analysis
Escalation procedures and coordination GCP Skills (Required) Basic GCP Knowledge
Console: Navigate GCP Console and basic resource management
IAM: User access management and role assignments
Compute: Basic GCE and Cloud Storage support
Monitoring: Read dashboards and basic alert triage
Billing: Basic cost monitoring and usage analysis Support Functions
User onboarding and access provisioning
Basic resource requests and provisioning
Service health monitoring and reporting
Integration with existing McDonald's tools
Self-service portal support and guidance Certifications (Preferred)
ITIL Foundation (Required)
Google Cloud Digital Leader or Associate Cloud Engineer Other Skills
Communication: Excellent verbal and written communication skills
Customer Service: Professional demeanor and customer-focused approach
Problem Solving: Analytical thinking and systematic troubleshooting
Documentation: Clear and accurate record keeping
Multi-tasking: Handle multiple tickets and priorities simultaneously
Learning: Quick learner with technology and process adaptation
Languages: Multilingual capabilities preferred for global support
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 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 2024 global revenues of €22.1 billion.
Job ID: 131337885
