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ITSM Service Desk Analyst

3 months ago

Mesa, United States Cognizant Full time

Practice - CIS - Cloud, Infrastructure, and Security Services

About Cloud Infrastructure & Security Services: Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS), is all about embracing digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the rapidly evolving needs of the digital era. Our holistic 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.

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

Job Tittle: ITSM Service Desk Analyst (ONSITE)

Work Location: Mesa, Arizona

Roles & Responsibilities:

First point of contact answering all inbound calls to the Service Desk for all locations 24 x 7 Accountable for the end-to-end management of incidents and requests from the initial contact, logging calls tickets categorization, priority, escalation and closure of incidents using ServiceNow Diagnosis and escalation of Major Incidents P1 and P2s to resolver teams.

sending communications to the business Accountable for the execution of local workstation admin privilege accounts for all sites including approval, creation, cleanup and reporting Ensuring user on and off boarding is executed in alignment with Client process and procedures IT related communications including reviewing and sending planned and unplanned outage notifications IT related communications including sending site wide and targeted server patching notifications weekly or as required Creating, reviewing and updating knowledge base articles Presence at IT Business CAB Change Meetings for an understanding of upcoming changes.

Salary and Other Compensation:

Applications will be accepted until 8/8/2024.

The annual salary for this position is between $63,500 to $74,500 depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

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

Disclaimer: The Salary, 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.

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