Service Desk Engineer - Voice

Job Summary

We are seeking a Systems Engineer with 0 to 2 years of experience to join our team. The ideal candidate will have experience in Service Now Incident Management Windows and Service Desk. This role is hybrid with day shifts and no travel required. The candidate will be responsible for ensuring smooth IT operations and providing technical support to end-users.

Responsibilities

• Provide technical support to end-users by troubleshooting and resolving issues related to Service Now Incident Management and Windows.
• Oversee the incident management process ensuring timely resolution and proper documentation of incidents.
• Monitor and maintain the performance of IT systems ensuring they are running efficiently and effectively.
• Collaborate with other IT team members to implement and maintain IT solutions that meet the needs of the organization.
• Assist in the development and implementation of IT policies and procedures to ensure compliance with industry standards and best practices.
• Conduct regular system audits to identify and address potential issues before they impact operations.
• Manage and prioritize service desk tickets ensuring prompt and accurate resolution of user requests.
• Provide training and support to end-users on the use of IT systems and applications.
• Participate in the planning and execution of IT projects ensuring they are completed on time and within budget.
• Maintain accurate and up-to-date documentation of IT systems processes and procedures.
• Stay current with emerging technologies and industry trends to ensure the organization remains competitive.
• Contribute to the continuous improvement of IT services by identifying and implementing process improvements.
• Ensure a high level of customer satisfaction by providing excellent service and support.

Qualifications

• Must have experience with Service Now and Incident Management.
• Must have experience with Windows operating systems.
• Must have experience working in a service desk environment.
• Nice to have experience with hybrid work models.
• Nice to have experience with IT project management.
• Must have strong problem-solving and troubleshooting skills.
• Must have excellent communication and interpersonal skills.
• Must have the ability to work independently and as part of a team.
• Must have strong organizational and time management skills.
• Must have the ability to prioritize and manage multiple tasks simultaneously.
• Must have a customer-focused mindset.
• Must have a willingness to learn and adapt to new technologies and processes.
• Must have a commitment to continuous improvement and professional development.

Certifications Required

• ITIL Foundation Certification Microsoft Certified: Windows Server Fundamentals

What we offer

• The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
• Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
• The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
• A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
• Flexible health and financial benefits to support you and your eligible dependents—from day one.
• True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.  

About us
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com.

Other employment-related information
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.

While our system allows applications in all languages, job required language(s) and proficiency level(s) vary. However, basic English proficiency is required for Company-wide communications purposes. Further, for roles located in Quebec, professional English proficiency is required to communicate with our global clients.