Service Desk Analyst

Cognizant is seeking a Service Desk Analyst for a full-time onsite role in Mesa, AZ. The Service Desk Analyst will be responsible for providing excellent customer service while analyzing, troubleshooting and attempting to resolve issues on first contact. 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 Disclaimer: The benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law. Responsibilities: Responds to queries, runs diagnostic programs, isolates problem and determines and implements solution. Serves 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. Provides technical assistance and support for issues related to computer systems, software, applications, network, hardware etc., Logs all incidents and service requests handled, classify, prioritize incidents, maintain and update relevant records as per the set process. Attempts to achieve highest level of first call / contact / level resolution. Follows procedures to escalate issues to another group or team and follow-up Thoroughly documents case notes, share knowledge, train and educate customers, and resolve incidents, and fulfill requests as quickly as possible. Refers to internal database or customer provided resources to provide accurate technical solutions Maintains balanced score card by achieving service level targets, and performance goals. Advises and enables users of self-help and service options to avoid repeat calls to service desk Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network encourages Veterans in building and growing a career at Cognizant that allows them to demonstrate the leadership, loyalty, integrity, and dedication to excellence instilled in them through participation in military service. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Equal Opportunity Employer M/F/D/V