Phoenix Staffing
Service Desk Technician
Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment.
Role Service Desk Technician
Location Mesa, AZ
Mandatory skills 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)
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 follow-up on aging or open tickets
Undergo training based on project requirements
Ability to adhere to shift schedule
Desired Skills
Work experience in supporting service desk
Good communication skills and customer management experience
Good analytical & coordination skills
Excellent customer service skills
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
Technical Skills
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.
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
Good communication skills and customer management experience
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
Benefits
Medical / Dental / Vision / Life Insurance
Paid holidays plus paid time off
401(k) plan and contributions
Long-term / Short-term disability
Paid parental leave
Employee stock purchase plan
Please note, this role is not able to offer visa transfer or sponsorship now or in the future.
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.
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Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment.
Role Service Desk Technician
Location Mesa, AZ
Mandatory skills 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)
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 follow-up on aging or open tickets
Undergo training based on project requirements
Ability to adhere to shift schedule
Desired Skills
Work experience in supporting service desk
Good communication skills and customer management experience
Good analytical & coordination skills
Excellent customer service skills
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
Technical Skills
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.
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
Good communication skills and customer management experience
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
Benefits
Medical / Dental / Vision / Life Insurance
Paid holidays plus paid time off
401(k) plan and contributions
Long-term / Short-term disability
Paid parental leave
Employee stock purchase plan
Please note, this role is not able to offer visa transfer or sponsorship now or in the future.
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.
#J-18808-Ljbffr