We are seeking a Service Desk Analyst to respond to user questions and inquiries via telephone, email, web and other communication methods
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:
1. Responds to user questions and inquiries via telephone, email, web and other communication methods
2. Enters, assigns and tracks service requests in the on-line work-order system. Refers service issues to IT management.
3. Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software
4. Provides professional, courteous, prompt and accurate support and solutions to users. enterprise system software
5. Communicates, analyzes and troubleshoots routine user problems and provides proper solutions or remedies.
6. Properly documents problem ticket into on-line Help Desk System.
7. Assists other IT technical staff in providing users feedbacks and user statistics.
8. Establishes priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures.
9. Updates Help Desk database information.
10. Follows up and communicates ticket information to users when appropriate.
11. Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.
12. Assists with desktop and laptop imagining and installation as needed.
13. Assists in the operations of enterprise systems as needed
14. Create and updates user accounts creation as needed
15. Follows help desk and departmental guidelines and operating procedures.
16. Work closely with senior helpdesk and other IT staff to acquire additional technical and nontechnical knowledge.
What you’ll need to succeed (required skills):
· 10+2 with experience or Technical Diploma
· Excellent skills in written and verbal communication.
· Skills in managing multi-vendor environment and ability to work with various resolver groups in driving the speedy resolution
Technical Skills:
1. Troubleshooting skills on desktop and shrink-wrapped applications (MS office, Adobe, Apple, Google, etc.)
2. Very good knowledge on VPN concepts and working experience in VPN troubleshooting
3. Working experience in Internet troubleshooting and wireless routers
4. Knowledge on active directory, domain controllers and good exposure to active directory concepts
5. Working experience in password reset tools and self
6. Troubleshooting experience using remote control tools (example: Bomgar, LogMeIn, TeamViewer)
7. Trouble shooting skills and experience in handling Exchange (Outlook)/Lotus Notes environment
Mandatory Skills:
1. Knowledge of principles and operations of computer systems and related peripheral equipment
2. Ability to analyze and troubleshoot users problems via the telephone
3. Ability to maintain knowledge of current technology and able to learn new technology
4. Ability to communicate professionally, accurately and effectively, both verbal and written, as well as on the telephone
5. Ability to understand and respond to user questions in an effective and courteous manner
6. Ability to convey technical procedures and directions in layman’s terms
7. Proficiency with operating systems, including Windows and MacIntosh’s operating systems
8. Proficiency in the operation and use of personal computers, utilizing word processing, spreadsheet, and database management software programs (e.g., Microsoft Office Suite, Word, Excel, Access, PowerPoint, etc.), the Internet browser, websites and e-mail systems.
9. Possess advanced knowledge and understanding of networking and personal computer hardware
10. Good knowledge on VPN concepts and troubleshooting VPN connections
11. Knowledge on Virtual Machines / Citrix
12. Knowledge/exposure on ticketing tools like Remedy, ServiceNow
13. Knowledge on active directory, domain controllers etc. and exposure to password reset tools
14. Troubleshooting experience using remote control tools like Bomgar
Compensation: We are offering an annual salary of CAD52,000-CAD59,000
Please note, this role is not able to offer visa transfer or sponsorship now or in the future*
At Cognizant, we're eager to meet people who believe in our mission and can make an impact in various ways! We strongly encourage you to apply even if you only meet the required skills listed. Consider what transferrable experience and skills make you an outstanding applicant and help us see how you'd be helpful to this role.
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.
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is a REMOTE position with the client office based in Toronto, Ontario.
Note: The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
A comunidade Cognizant:
Somos uma equipe de alto calibre que aprecia e apoia uns aos outros. Nosso pessoal defende um local de trabalho enérgico, colaborativo e inclusivo, onde todos possam prosperar.
- A Cognizant é uma comunidade global com mais de 300,000 funcionários em todo o mundo.
- Não sonhamos apenas com um caminho melhor – nós fazemos acontecer.
- Cuidamos de nossas pessoas, clientes, empresa, comunidades e clima fazendo o que é certo.
- Promovemos um ambiente inovador onde você pode construir o plano de carreira certo para você.
Quem somos:
Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram retornos concretos e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em www.cognizant.com ou @cognizant.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Disclaimer:
As informações de compensação são precisas a partir da data desta publicação. A Cognizant se reserva o direito de modificar essas informações a qualquer momento, sujeito à lei aplicável.
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.
Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.
Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.