Service Desk Analyst

Practice

Cognizant Infrastructure Services - Digital Workplace Services

Location

Mesa

Position reports to

Team Lead, Shift Lead or Team Manager

Position Description

Service Desk Analyst L1 (Systems Engineer /Senior Systems Engineer)

Qualification

High school diploma or equivalent, college degree or graduation a plus.

Excellent English proficiency needed.

Responsible for providing excellent customer service while analyzing, troubleshooting and attempting to resolve issues on first contact. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

1. Serve as a single point of contact for all IT related issues, queries and service requests, either over the phone, email, chat or using other customer provided channel, be prepared to switch those methods throughout the day.

2. Provide technical assistance and support for issues related to computer systems, software, applications, network, hardware etc.,

3. Log all incidents and service requests handled, classify, prioritize incidents, maintain and update relevant records as per the set process.

4. Attempt to achieve highest level of first call / contact / level resolution.

5. Follow procedures to escalate issues to another group or team and followup

6. Thoroughly document case notes, share knowledge, train and educate customers, and resolve incidents, and fulfill requests as quickly as possible.

7. Refer to internal database or customer provided resources to provide accurate technical solutions

8. Maintain balanced score card by achieving service level targets, and performance goals.

9. Advise and enable users of self-help and service options to avoid repeat calls to service desk

10. Other duties may be assigned

Experience (No of years)

At least one year to two years of previous experience working in similar IT Helpesk analyst role (Candidates earlier worked in international contact/call centers in a voice support process is preferred/must)

Desired Skills

1. Be a team player
2. Customer service oriented
3. Communication skills (verbal and written)
4. Ability to learn quickly, self-motivated
5. Troubleshooting/problem-solving skills
6. Ability to work under pressure
7. Adaptability
8. Teamwork skills
9. Interpersonal skills
10. Support experience
11. Integrity
12. Manage critical situations with minimum supervision
13. Ability to perform in adverse situations

Technical Skill

1. Configuring and troubleshooting MS Windows OS and MS Office products

2. Troubleshooting computer hardware, peripherals, mobile devices etc.,

3. Knowledge of Active Directory, VPN, Network connectivity, WiFi enabled devices

4. Knowledge of DNS, DHCP, SMTP etc., Working experience in Citrix and VMWARE

5. Familiarity with help desk IT service management tools such as ServiceNow etc.,

Added Advantage:

6. Additional certification in Microsoft, Cisco or A+ or similar technologies is a plus

7. HDI or ITIL Foundation certification will be an added advantage

Mandatory Requirements

1. Following the code of conduct and adhere to organizational standards.

2. Working from the Cognizant office setup located at Mesa, Arizona

3. Willing to work in 24x7 environment (depending on project requirements)

4. Ability to multi-task in a fast-paced environment and stress tolerant

5. Fully adhere to shift schedules and assigned work hours

6. Customer service focused and ability to work in a team. Quality is a MUST.

7. Excellent Soft skill, Communications skills(Voice & Email) to handle North America customers

8. Respect our culture, vision and policies

9. Relevant work experience with service desk level 1 analyst role.

10. Be receptive to quality coaching and performance feedbacks

11. Collaborate with team members and coworkers

12. Responsibilities sometimes require working late evenings, extended shift hours and weekends, with little advanced notice.