Cognizant Technology Solutions
Location
Mesa, AZ | United States
Job description
Role: Service Desk Technician
Location: Mesa, Arizona
Roles & Responsibilities:
Ø Willing to work in 24/7 rotational shifts.
Ø Answer End user calls and make outbound calls for incident follow up
Ø Provide First level resolution.
Ø Ticket Creation/Categorization/Prioritization
Ø Ticket escalation to respective Support Group
Ø Incident Resolution and recovery
Ø Ticket Closure and follow-up on aging or open tickets
Ø Undergo training based on project requirements.
Ø Ability to adhere to Shift schedule
Role Requisites:
Ø Experience working in 24x7 operations (Candidates earlier worked in International Contact/Call Centers in a voice support process is preferred/must).
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 Excellent Soft skills for handling Voice, Email & Chat transactions
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 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.,
Ø Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe etc)
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
Benefits : Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
Disclaimer: The hourly rate, 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.
Employee Status : Full Time Employee
Shift : Day Job
Travel : No
Job Posting : Mar 05 2024
About Cognizant
Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at or follow us @USJobsCognizant.Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
If you have a disability that requires a reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
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