Service Desk Technician

Service Desk Technician

Service Desk Technician

About the group:

Cognizants 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 run the business in a secure environment.

EEO Statement & Accommodations

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. If you have a disability that requires a reasonable accommodation to search for a job opening or apply, please email [email protected] with your request and contact information.

Cognizant has an immediate opening for a Service Desk Technician, if your background meets the requirements and skills listed below, this could be the ideal opportunity for you!

Qualified candidates should be willing to work at Mesa, Arizona.

Role: Service Desk Technician

Location: Mesa, Arizona

Roles & Responsibilities:

Willing to work in 24/7 rotational shifts.

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.

Role Requisites:

Experience working in 24x7 operations (Candidates earlier worked in International Contact/Call Centers in a voice support process is preferred/must).

Work experience in supporting service desk or support center for manufacturing plant IT users and corporate support

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

This position is also eligible for Cognizants discretionary annual incentive program, based on performance and subject to the terms of Cognizants applicable plans.

Disclaimer: The hourly rate, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Qualifications - External

Technical Skills

SNo	Primary Skill	Proficiency Level *	Rqrd./Dsrd.
1	Service Desk App Support	PL1	Required

* Proficiency Legends

Proficiency Level	Generic Reference
PL1	The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.
PL2	The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.
PL3	The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.
PL4	The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.

Employee Status : Full Time Employee

Shift : Day Job

Travel : No

Job Posting : Jan 16 2024

About Cognizant

Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @USJobsCognizant.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

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.

If you have a disability that requires a reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.