Service Desk Analyst L1 (Systems Engineer /Senior Systems Engineer)

About the group:

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.

EEO Statement & Accommodations

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 CareersNA2@cognizant.com with your request and contact information.

Role: Service Desk Analyst L1 (Systems Engineer /Senior Systems Engineer)

Location: Mesa, Arizona

Roles & Responsibilities :

• Responsible for providing excellent customer service while analyzing, solve and attempting to resolve issues on first contact. Responds to queries, runs diagnostic programs, isolates problem, and figures out and implements solution.
• Serve as a single point of contact for all IT related issues, queries and service requests, either over the phone, email, chat or using other customer provided channel, be prepared to switch those methods throughout the day.
• Provide technical assistance and support for issues related to computer systems, software, applications, network, hardware etc., Log all incidents and service requests handled, classify, prioritize incidents, maintain and update relevant records as per the set process.
• Attempt to achieve the highest level of first call / contact / level resolution. Follow procedures to raise issues to another group or team and followup. Thoroughly document case notes, share knowledge, train and educate customers, and resolve incidents, and fulfill requests as quickly as possible. Refer to internal database or customer provided resources to deliver accurate technical solutions. Maintain balanced score card by achieving service level targets, and performance goals. Advise and enable users of self-help and service options to avoid repeat calls to service desk.
• Other duties may be assigned
• At least one year to two years of previous experience working in similar IT Helpesk analyst role (Candidates earlier worked in international contact/call centers in a voice support process is helpful/must)
• Be a teammate, Customer service oriented, Communication skills (verbal and written), Ability to learn quickly, self-motivated, Solve/problem-solving skills, Ability to work under stress, Adaptability, Teamwork skills, Interpersonal skills, Support experience, Integrity, Manage critical situations with minimum supervision, Ability to perform in adverse situations.
• Configuring and solve MS Windows OS and MS Office products. Solve computer hardware, peripherals, mobile devices etc., Knowledge of Active Directory, VPN, Network connectivity, WiFi enabled devices. Knowledge of DNS, DHCP, SMTP etc., Working experience in Citrix and VMWARE. Familiarity with help desk IT service management tools such as ServiceNow etc.,

Added Advantage:

• Additional certification in Microsoft, Cisco or A or similar technologies is a plus. HDI or ITIL Foundation certification will be an added advantage. Following the code of conduct and enforce to organizational standards. Working from the Cognizant office setup located at Mesa, Arizona. Willing to work in 24x7 environment (depending on project requirements). Ability to multi-task in a fast-paced environment and stress tolerant.
• Fully enforce to shift schedules and assigned work hours. Customer service focused and ability to work in a team. Quality is a MUST. Excellent Soft skill, Communications skills(Voice & Email) to handle North America customers. Respect our culture, vision and policies
• Relevant work experience with service desk level 1 analyst role. Be receptive to quality mentor and performance feedback. Collaborate with team members and coworkers. Responsibilities sometimes require working late evenings, extended shift hours and weekends, with little sophisticated notice.

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. Eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

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.