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Service Desk Specialist- Onsite

2 months ago

HoustonTXRichmond Ave, United States Cognizant Full time
Role: Service Desk Specialist

Location: Houston, Texas

Roles & Responsibilities :

We are seeking a highly skilled Technical Lead with demonstrated ability to join our team. The ideal candidate will have expertise in Incident Management Service Desk Service Now and Windows. Experience in the Cards & Payments domain is a plus. The role involves being responsible for technical operations ensuring flawless service delivery and supplying to the continuous improvement of our IT services.

Responsibilities
  • Lead the technical team in running and resolving incidents efficiently. Be responsible for the Service Desk operations to ensure timely and effective support. Provide expert guidance on the use of Service Now for incident tracking and resolution. Ensure the stability and reliability of Windows-based systems.
  • Implement standard processes for Incident Management to minimize downtime. Collaborate with multi-functional teams to enhance service delivery. Monitor system performance and proactively address potential issues. Develop and maintain documentation for technical processes and procedures. Train and mentor junior team members to build a deep technical team.
  • Conduct regular reviews of incident reports to identify trends and areas for improvement. Coordinate with the team to ensure alignment of IT services with business needs. Drive continuous improvement initimprove to enhance the efficiency of IT operations. Ensure compliance with interpersonal policies and industry standards.