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Technical Support Specialist

a person sitting at a table with a laptop


Job Summary

We are seeking a skilled Store and Enterprise Helpdesk Specialist with 2 to 3 years of experience in Service Desk operations. The ideal candidate will provide exceptional support to our clients ensuring seamless IT service delivery. This hybrid role requires a proactive individual who can efficiently manage day-to-day helpdesk activities contributing to the overall success of our organization.


Responsibilities

  • Provide first-level technical support to users resolving issues promptly and efficiently.
  • Manage and prioritize helpdesk tickets ensuring timely resolution and customer satisfaction.
  • Collaborate with IT teams to escalate and resolve complex technical issues.
  • Maintain accurate documentation of support activities and solutions provided.
  • Monitor system performance and report any anomalies to the relevant teams.
  • Assist in the development and implementation of helpdesk policies and procedures.
  • Conduct regular follow-ups with users to ensure issues are resolved to their satisfaction.
  • Participate in training sessions to stay updated with the latest technology trends and tools.
  • Contribute to the continuous improvement of helpdesk processes and services.
  • Support the deployment and configuration of hardware and software as needed.
  • Provide guidance and support to users in utilizing IT resources effectively.
  • Ensure compliance with company policies and industry standards in all helpdesk operations.
  • Collaborate with cross-functional teams to enhance overall IT service delivery.

    • Qualifications

  • Possess a strong background in Service Desk operations with a focus on customer satisfaction.
  • Demonstrate excellent problem-solving skills and the ability to work under pressure.
  • Exhibit strong communication skills both verbal and written to interact with users effectively.
  • Have experience in the Hotels or Food Services domain is a plus.
  • Show proficiency in using helpdesk software and tools for efficient ticket management.
  • Display a proactive approach to identifying and resolving technical issues.
  • Maintain a customer-centric mindset ensuring a positive user experience.

    • Certifications Required

    ITIL Foundation Certification or equivalent in IT Service Management.

    The Cognizant community:
    We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

    • Cognizant is a global community with more than 300,000+ associates around the world.
    • We don’t just dream of a better way – we make it happen.
    • We take care of our people, clients, company, communities and climate by doing what’s right.
    • We foster an innovative environment where you can build the career path that’s right for you.

    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

    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, state 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.

    Disclaimer:
    Compensation 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.

    Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

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