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Cognizant · 1 day ago

Service Desk Analyst- L1 support(onsite)

Phoenix, AZ

Full-time

Onsite

Entry Level

2+ years exp

Cognizant is a leading provider of IT services, and they are seeking a Service Desk Analyst to support their service desk operations. The role involves providing first-level resolution for incidents, managing ticket creation and escalation, and ensuring excellent customer service skills are utilized throughout the support process.

ConsultingIndustrial AutomationInformation TechnologySoftwareSoftware Engineering

No H1B

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

Qualification

Service Desk SupportTechnical TroubleshootingWindows Operating SystemCustomer ServiceComputer HardwareTicketing ToolsAnalytical SkillsCoordination SkillsMultitasking SkillsCritical Situation ManagementGlobal Client ExperienceInterpersonal SkillsSoft Skills

Required

Atleast 2 years Work experience in supporting service desk

Preferable experience in managing a team that supports IT hardware, IT Equipment Refresh, new application rollout support, printers, scanners, Displays

Good communication skills and customer management experience

Good Analytical & Coordination skills

Excellent Customer Service skills

Ability to adhere to Shift schedule

Preferred

Work experience in supporting service desk

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

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

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