Job Summary
Technical Lead role in a global service desk environment responsible for guiding incident resolution optimizing support processes and ensuring high availability of end user services. The role involves hands on technical oversight mentoring of support analysts and close collaboration with stakeholders in a hybrid work model for day shift operations.
Responsibilities
- Lead day to day service desk operations by supervising ticket intake triage and resolution activities to ensure consistent adherence to agreed service levels and rapid restoration of business services.
- Coordinate complex incident handling by guiding service desk analysts through detailed troubleshooting steps and ensuring accurate documentation of technical findings for future reference.
- Oversee problem management activities by identifying recurring issues driving root cause analysis and recommending sustainable improvements that reduce incident volume and enhance user satisfaction.
- Provide technical direction to the team by reviewing solution approaches validating configuration changes and ensuring that standard operating procedures are followed consistently across all support interactions.
- Collaborate with cross functional technology teams by sharing service desk insights on system performance and user pain points to inform application enhancements and infrastructure stability initiatives.
- Manage service desk knowledge assets by curating articles updating resolution scripts and promoting reuse of proven fixes to shorten resolution time and improve quality of support.
- Monitor operational metrics such as ticket backlog response time and first contact resolution rate to identify trends and initiate targeted actions that improve overall support efficiency.
- Guide continuous improvement efforts by evaluating current support workflows proposing automation opportunities and implementing refined processes that increase productivity without compromising user experience.
- Support stakeholder communication by preparing concise status updates on major incidents outlining remediation steps and setting realistic expectations on restoration timelines for business teams.
- Ensure compliance with organizational policies and regulatory requirements by enforcing secure handling of user data appropriate access controls and disciplined change management practices in service desk activities.
- Mentor service desk analysts by providing structured feedback sharing best practices and cultivating a culture of accountability and empathy for end users while maintaining professional standards.
- Coordinate hybrid work arrangements by organizing schedules facilitating effective handoffs between onsite and remote team members and ensuring uninterrupted coverage during day shift windows.
- Align service desk objectives with company purpose by enabling reliable digital tools for employees thereby supporting innovation operational resilience and positive impact on customers and communities.
Qualifications
- Demonstrate strong experience with service desk operations including incident management request fulfillment and escalation handling within a structured support environment.
- Possess practical knowledge of common enterprise end user technologies such as operating systems collaboration platforms and productivity tools typically supported by service desk teams.
- Apply proven skills in using ticketing and service management platforms to log categorize prioritize and track issues with emphasis on accurate data capture and workflow compliance.
- Exhibit clear and professional communication capabilities enabling effective interaction with users technical teams and business stakeholders in both onsite and remote settings.
- Show ability to analyze support trends interpret performance metrics and translate findings into actionable recommendations that optimize service desk processes.
- Bring experience in creating and maintaining knowledge base content including step by step resolution guides and user facing help materials that enhance self service.
- Display strong problem solving orientation with capacity to handle multiple concurrent tickets while maintaining focus on quality outcomes and timely resolution.
Certifications Required
ITIL Foundation certification or equivalent service management credential relevant to structured service desk environments
À propos de Cognizant
Cognizant (NASDAQ : CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif : améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus : cognizant.ai ou @cognizant.
Renseignments suppplémentaires sur l'emploi
Les informations relatives à la rémunération du poste à pourvoir dépendent de la date de publication de l’offre de poste. Cognizant se réserve le droit de modifier ces informations à tout moment, sous réserve des lois applicables.
Cognizant est un employeur soucieux de l'égalité des chances entre candidats. Votre candidature sera étudiée indépendamment de votre race, couleur, sexe, religion, croyances, orientation sexuelle, identité de genre, origine, handicap, informations génétiques, grossesse, statut d'ancien militaire ou de toute autre critère jugé discriminant par les lois européennes ou françaises.
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