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.
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 (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge 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, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
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: 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.