Service Desk Analyst

Service Desk Technician

Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment.

Role: Service Desk Technician

Location: Mesa, AZ

Mandatory skills: Work experience in supporting service desk (Preferable experience in managing a team that supports IT hardware, IT Equipment Refresh, new application rollout support, printers, scanners, displays, good communication skills and customer management experience, good analytical & coordination skills, excellent customer service skills

Roles & Responsibilities

• Answer end user calls and make outbound calls for incident follow up
• Provide first level resolution
• Ticket creation/categorization/prioritization
• Ticket escalation to respective support group
• Incident resolution and recovery
• Ticket closure and follow-up on aging or open tickets
• Undergo training based on project requirements
• Ability to adhere to shift schedule

Desired Skills

• Work experience in supporting service desk
• Good communication skills and customer management experience
• Good analytical & coordination skills
• Excellent customer service skills
• Good understanding of computers and technical troubleshooting skills
• Good interpersonal skills
• Excellent soft skills for handling voice, email & chat transactions
• Strong multitasking skills handling voice calls and document records at the same time
• Collaborate with team leads in terms of service outages
• Good experience working with computer hardware
• Excellent knowledge on Windows operating system
• Good understanding of Microsoft Office suite
• Critical situation management
• Understanding of total case ownership

Technical Skills

• Preferable experience in managing a team that supports IT hardware, IT equipment refresh, new application rollout support, printers, scanners, displays, plant level software support etc.
• Troubleshooting skills on desktop and shrink-wrapped applications (MS office, Adobe etc)
• Troubleshooting skills on network connectivity, dial up and wireless systems
• Knowledge on active directory, domain controllers etc.
• Exposure to password reset tools
• Troubleshooting experience using remote control tools
• Trouble shooting skills and experience in handling Exchange (Outlook)/Lotus Notes environment
• Understanding of desktop and mobile applications
• Understanding of computer networking and internet
• Configuring small office and home office networks
• Knowledge/exposure on ticketing tools like ServiceNow, Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point etc
• Good communication skills and customer management experience
• Work experience with global clients
• Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
• Willing to work in 24x7 environment
• Understanding contact/call center metrics

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/dental/vision/life insurance
• Paid holidays plus paid time off
• 401(k) plan and contributions
• Long-term/short-term disability
• Paid parental leave
• Employee stock purchase plan

Please note, this role is not able to offer visa transfer or sponsorship now or in the future.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.