ITSM Service Desk Analyst

1 month ago

Mesa, Arizona, United States Cognizant Full time

Why choose cognizant?

It takes a lot to succeed in today's fast-paced market, and Cognizant has become a leader in the industry. We love big ideas and even bigger dreams. We stand out because we put human experiences at the core. We help clients engage customers by envisioning and building creative products and services. We develop go-to-market strategies and invent entirely new business models, ensuring that every company we work with walks away with both encouragement and a plan. Everything we do at Cognizant we do with passion—for our clients, our communities, and our organization. It's the defining attribute that we look for in our people.

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 own 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/HYBRID TO MESA, ARIZONA

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, customer concern and closure of incidents using ServiceNow Diagnosis and critical issue 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 driven 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 the need arises Crafting, reviewing and updating knowledge base articles Presence at IT Business CAB Change Meetings for an understanding of upcoming changes.

ROLES & RESPONSIBILITIES:

Handle calls, chat, email from internal employees of the client organization & provide IT Support

Provide excellent customer service and fix Laptop/Desktop, OS and client specific application issues

Enforce to appropriate client policy & procedure and troubleshooting guidelines to resolve customer issues

Document all the information in the ITSM portal

Collaborate with other team members as well as SME for any support to ensure customer issues are appropriately addressed till resolution

TECHNICAL SKILLS

Troubleshooting skills on desktop and shrink-wrapped applications (MS office, Adobe, Apple, Google, etc.)

Very good knowledge on VPN concepts and working experience in VPN troubleshooting

Hands on experience in Internet troubleshooting and wireless routers

Knowledge on active directory, domain controllers and good exposure to active directory concepts

Proven experience in password reset tools and self

Troubleshooting experience using remote control tools (example: Bomgar, LogMeIn, TeamViewer)

Trouble shooting skills and experience in handling Exchange (Outlook)/Lotus Notes environment

Salary & Compensation:

Applications will be accepted until 8/10/2024.

The annual salary for this job is between $50,500 to $59,500 depending on experience and other qualifications of the successful candidate. This role 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.

#LI-DC1 #CB #Ind123

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