Service Desk Analyst- L1 support(onsite)

Role: Service Desk Technician

Location: Mesa, AZ

Mandatory skills:
Atleast 2 years 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: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• 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*