Service Desk Analyst

Cognizant is seeking a Service Desk Technician for a full time opportunity in Mesa, AZ.

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

Cognizant is seeking a Service Desk Technician for a full time opportunity in Mesa, AZ.

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

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 (Experience with International Contact/Call Centers in a voice support process.)

·        Experience with supporting service desk or support center for manufacturing plant IT users and corporate support.

·       Excellent Soft skills for handling Voice, Email & Chat transactions

·       Strong multitasking skills handling voice calls and document records at the same time

·       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.

·       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.

·       Understanding Contact/call center metrics.