Excellent opportunity for Service Desk Analyst to be part of our Cloud Infrastructure & Security services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data Centres, End User Computing, Service Desk, Network Services and Environment Management Services.
Key Responsibilities and Deliverables
As a Service Desk Analyst, you will be part of a Global Service Desk team providing 24/7/365 support to users across the organization. You will play a key role in ensuring technical issues and service requests are handled efficiently, professionally, and in line with defined service standards.
Your key responsibilities include, but are not limited to:
* Proactively monitor service levels, dashboards, and ticket queues to ensure timely response and resolution in accordance with SLAs.
* Identify and analyse trends in recurring incidents or requests, taking appropriate action in line with established policies and procedures.
* Provide technical support and issue resolution for customers by handling and progressing tickets at both 1st and 2nd line levels.
* Work through and reduce ticket backlogs, maintaining a focus on improving service delivery and efficiency.
* Handle incoming calls and service requests at the 1st and 2nd line level, ensuring all interactions are logged accurately and professionally.
* Manage and resolve escalations promptly, delivering a seamless and exceptional “white glove” service experience to clients.
* Use a variety of impactful communication channels to engage different audiences.
* Maintain high-quality and accurate work, paying attention to detail.
* Identify opportunities for improvement and implement beneficial changes.
* Foster a 'One Team' mindset and collaborate with other teams to enhance service delivery.
* Embrace new ways of working and adapt to setbacks.
Essential Qualifications and Skills
* Good experience in a Service Desk role.
* Excellent interpersonal, written, and verbal communication skills.
* Proven ability to train, mentor, and support team members.
* Innovative, self-motivated, and dedicated to improving operational performance.
* Highly organized, structured, and capable of maintaining a positive work environment.
* Attention to detail and ability to meet tight deadlines.
* Competent in risk mitigation and issue resolution.
* Maintain composure in a fast-paced, high-pressure environment.
* Strong understanding of business needs and prioritization of issues.
* Ownership and resolution of issues.
* Strong knowledge of IT service management (ITSM) principles, processes, and tools.
* Strong communication skills to convey technical information to non-technical users.
Desirable Qualifications
* ITIL v4 Certification or relevant experience.
* Service Desk Institute certification.
* Experience in a large law firm, professional services firm, or investment bank.
At Cognizant you will experience an exciting mix of innovation by design, creativity, collaboration, and efficiency within a framework of stimulating objectives and a passion for delivering the best to our customers.
You will be joining a network of some of the most creative, innovative, and dedicated people in the industry with ample opportunities to learn and develop your career.
Our Associates are chosen for their attitude, skills, knowledge, and enthusiasm but above all, their belief that anything is possible.
Cognizant is an equal opportunities employer, and we welcome all applications regardless of race, colour, gender, ethnic origin, nationality, religion or beliefs, disability, age, sexual orientation, political opinions, or trade union membership.
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