Service Desk Technician - Mesa, United States - Cognizant

Cognizant
Cognizant
Verified Company
Mesa, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

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

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 followup on aging or open tickets
  • Undergo training based on project requirements
  • Ability to adhere to Shift schedule

Experience

Desired Skills
Ø Work experience in supporting service desk or support center for manufacturing plant IT users and corporate support

Ø Good communication skills and customer management experience

Ø Good Analytical & Coordination skills

Ø Excellent Customer Service skills

Ø Good understanding of Computers and technical Troubleshooting skills

Ø Good interpersonal skills

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

Ø Collaborate with Team Leads in terms of Service Outages

Ø Good experience working with Computer hardware

Ø Excellent knowledge on Windows Operating system

Ø Good understanding of Microsoft Office suite

Ø Critical Situation management

Ø Understanding of Total Case Ownership


Technical Skills
Ø Troubleshooting skills on network connectivity, dial up and wireless systems

Ø Knowledge on active directory, domain controllers etc.

Ø Exposure to password reset tools

Ø Troubleshooting experience using remote control tools

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

Ø Understanding of Desktop and Mobile Applications

Ø Understanding of Computer Networking and Internet

Ø Configuring Small Office and Home Office networks

Ø Knowledge/exposure on ticketing tools like ServiceNow, Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point etc

Ø Good communication skills and customer management experience

Ø Work experience with Global clients

Ø Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision

Ø Willing to work in 24x7 environment

Ø Understanding Contact/call center metrics


Salary and Other Compensation:

Applications will be accepted until 06/03/202- Medical/Dental/Vision/Life Insurance

  • Paid holidays plus Paid Time Off
  • 401(k) plan and contributions
  • Longterm/Shortterm Disability
  • Paid Parental Leave
  • Employee Stock Purchase Plan
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