Cognizant
Service Desk Analyst - L1 Support (onsite)
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Service Desk Analyst - L1 Support (onsite)
role at
Cognizant
in Mesa, AZ.
Location Mesa, AZ
Mandatory Skills
At least 2 years of work experience in supporting a service desk
Experience managing a team that supports IT hardware, IT equipment refresh, new application rollout, printers, scanners, displays
Good communication and customer‑management skills
Strong analytical, coordination and customer service skills
Roles & Responsibilities
Answer end‑user calls and make outbound calls for incident follow‑up
Provide first‑level resolution
Create, categorize and prioritize tickets
Escalate tickets to the appropriate support group
Resolve and recover incidents
Close tickets and follow up on aging or open tickets
Undergo training based on project requirements
Adhere to shift schedule
Desired Skills
Work experience in supporting a service desk
Excellent communication and customer‑management experience
Strong analytical and coordination skills
Excellent customer service skills
Strong technical troubleshooting skills
Good interpersonal and soft skills for voice, email & chat transactions
Strong multitasking skills handling voice calls and documents simultaneously
Collaboration with team leads during service outages
Experience with computer hardware and Microsoft Windows
Knowledge of Microsoft Office suite
Critical‑situation management
Understanding of total case ownership
Technical Skills
Managing a team supporting IT hardware, refresh, application rollout, printers, scanners, displays
Desktop and shrink‑wrapped application troubleshooting (MS Office, Adobe)
Network connectivity, dial‑up, wireless system troubleshooting
Active Directory, domain controllers
Password reset tools
Remote control tools
Exchange (Outlook)/Lotus Notes environment
Desktop and mobile applications
Computer networking and internet
Small Office/Home Office network configuration
Ticketing tools like ServiceNow, Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, DameWare, NetMeeting, Microsoft SharePoint
Work experience with global clients
Operational/service delivery knowledge and ability to manage critical situations with minimal supervision
Willingness to work in a 24/7 environment
Understanding contact/call center metrics
Benefits
Medical/Dental/Vision/Life Insurance
Paid holidays and paid time off
401(k) plan with contributions
Long‑term/Short‑term disability
Paid parental leave
Employee stock purchase plan
Note: this role does not offer visa transfer or sponsorship now or in the future.
Seniority Level Entry level
Employment Type Full‑time
Job Function Information Technology
Industries IT Services, IT Consulting, Business Consulting and Services
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Service Desk Analyst - L1 Support (onsite)
role at
Cognizant
in Mesa, AZ.
Location Mesa, AZ
Mandatory Skills
At least 2 years of work experience in supporting a service desk
Experience managing a team that supports IT hardware, IT equipment refresh, new application rollout, printers, scanners, displays
Good communication and customer‑management skills
Strong analytical, coordination and customer service skills
Roles & Responsibilities
Answer end‑user calls and make outbound calls for incident follow‑up
Provide first‑level resolution
Create, categorize and prioritize tickets
Escalate tickets to the appropriate support group
Resolve and recover incidents
Close tickets and follow up on aging or open tickets
Undergo training based on project requirements
Adhere to shift schedule
Desired Skills
Work experience in supporting a service desk
Excellent communication and customer‑management experience
Strong analytical and coordination skills
Excellent customer service skills
Strong technical troubleshooting skills
Good interpersonal and soft skills for voice, email & chat transactions
Strong multitasking skills handling voice calls and documents simultaneously
Collaboration with team leads during service outages
Experience with computer hardware and Microsoft Windows
Knowledge of Microsoft Office suite
Critical‑situation management
Understanding of total case ownership
Technical Skills
Managing a team supporting IT hardware, refresh, application rollout, printers, scanners, displays
Desktop and shrink‑wrapped application troubleshooting (MS Office, Adobe)
Network connectivity, dial‑up, wireless system troubleshooting
Active Directory, domain controllers
Password reset tools
Remote control tools
Exchange (Outlook)/Lotus Notes environment
Desktop and mobile applications
Computer networking and internet
Small Office/Home Office network configuration
Ticketing tools like ServiceNow, Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, DameWare, NetMeeting, Microsoft SharePoint
Work experience with global clients
Operational/service delivery knowledge and ability to manage critical situations with minimal supervision
Willingness to work in a 24/7 environment
Understanding contact/call center metrics
Benefits
Medical/Dental/Vision/Life Insurance
Paid holidays and paid time off
401(k) plan with contributions
Long‑term/Short‑term disability
Paid parental leave
Employee stock purchase plan
Note: this role does not offer visa transfer or sponsorship now or in the future.
Seniority Level Entry level
Employment Type Full‑time
Job Function Information Technology
Industries IT Services, IT Consulting, Business Consulting and Services
#J-18808-Ljbffr