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Service Desk Technician

4 months ago

Mesa, United States Cognizant Full time

This on-site position is open to any qualified applicant in the United States.

This position is on-site in Mesa, AZ and a qualified candidate must be local to the area.

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.

Service Desk Technician

Location: Mesa, AZ

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


Experience

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


Desired Skills

· 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

Salary and Other Compensation

Applications will be accepted until 05/28/2024.

The annual salary for this position is between $32,000 to $52,000 depending on the experience and other qualifications

of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program and stock awards, based on

performance and is 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, 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.