Location: Poughkeepsie, NY - ONSITE OPPORTUNITY
Service Desk Lead will manage end to end service desk and field services operations for utilities clients in a work from office environment ensuring timely resolution of incidents requests and asset services. The role focuses on optimizing service performance improving customer experience and aligning operational processes with business objectives over a sustained period of professional experience.
About Cognizant’s CIS Practice:
Cognizant’s CIS (Cognizant Infrastructure Services) Practice is a global leader in providing IT infrastructure services. We deliver innovative solutions to optimize and transform IT infrastructure, ensuring business agility and operational efficiency. Our services include cloud computing, data center management, network services, and cybersecurity. We focus on understanding client needs and delivering customized solutions to drive business success.
In this role, you will:
- Oversee daily service desk operations to ensure consistent high-quality support for utilities users while meeting agreed service levels and response time targets.
- Coordinate field services activities to ensure onsite support for critical utilities infrastructure is executed efficiently and aligned with operational priorities and maintenance schedules.
- Manage asset services processes to maintain accurate records of hardware and software inventories and to support timely asset lifecycle actions such as deployment and retirement.
- Monitor incident and request queues to prioritize issues based on business impact and to ensure that utilities operations experience minimal disruption from technology related problems.
- Implement standard operating procedures for service desk and field services teams to drive process consistency and to support continuous improvement across all support functions.
- Collaborate with utilities business stakeholders to understand operational needs and to translate those needs into practical support actions and service enhancements.
- Analyze service performance data to identify patterns in user issues and to recommend targeted process or technology changes that improve reliability and user satisfaction.
- Guide service desk team members in handling complex utilities related support scenarios by sharing best practices and ensuring that escalation paths are followed accurately.
- Coordinate with upstream and downstream technology teams to ensure seamless resolution of cross functional issues affecting utilities platforms and field devices.
- Maintain precise documentation of service desk workflows asset records and field services activities to support audits compliance requirements and operational transparency.
- Drive adherence to work from office expectations and day shift schedules while ensuring that coverage plans support peak demand periods for utilities operations.
- Promote a user centric mindset within the service desk and field services community so that every interaction contributes to dependable utilities service and public trust.
- Support adoption of new tools and platforms for ticketing asset management and field operations by organizing training and reinforcing practical usage guidelines.
What you’ll need to succeed:
- Troubleshooting skills on desktop, MS office, Adobe, VPN connectivity, dial up , wireless routers, handling Exchange(Outlook)/Lotus Notes environment and remote control
- Knowledge on active directory, domain controllers etc
- Exposure to password reset tools
- Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
- Willing to work in 24x7 environment
- Good Analytical & Coordination skills are essential.
- Customer service orientation and ability to work in a team
- Ability to perform in adverse situations
- Knowledge/exposure on ticketing tools like Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point etc
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
Annual compensation between $79,000-$105,000 is being offered for the role.
Things to know before you apply
- Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
- Accommodations: 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.
- AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
- Open position: Unless otherwise stated, this job posting is for an open position on our team.
- Language proficiency: We ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
- Inclusion: 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.
About Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
