Service Desk Analyst- L1 support; onsite

Service Desk Analyst - L1 Support (onsite)

Join to apply for the Service Desk Analyst - L1 Support (onsite) role at Cognizant in Mesa, AZ.

Mesa, AZ

• At least 2 years of work experience in supporting a service desk
• Experience managing a team that supports IT hardware, IT equipment refresh, new application rollout, printers, scanners, displays
• Good communication and customer‑management skills
• Strong analytical, coordination and customer service skills

• Answer end‑user calls and make outbound calls for incident follow‑up
• Provide first‑level resolution
• Create, categorize and prioritize tickets
• Escalate tickets to the appropriate support group
• Resolve and recover incidents
• Close tickets and follow up on aging or open tickets
• Undergo training based on project requirements
• Adhere to shift schedule

• Work experience in supporting a service desk
• Excellent communication and customer‑management experience
• Strong analytical and coordination skills
• Excellent customer service skills
• Strong technical troubleshooting skills
• Good interpersonal and soft skills for voice, email & chat transactions
• Strong multitasking skills handling voice calls and documents simultaneously
• Collaboration with team leads during service outages
• Experience with computer hardware and Microsoft Windows
• Knowledge of Microsoft Office suite
• Critical‑situation management
• Understanding of total case ownership

• Managing a team supporting IT hardware, refresh, application rollout, printers, scanners, displays
• Desktop and shrink‑wrapped application troubleshooting (MS Office, Adobe)
• Network connectivity, dial‑up, wireless system troubleshooting
• Active Directory, domain controllers
• Password reset tools
• Remote control tools
• Exchange (Outlook)/Lotus Notes environment
• Desktop and mobile applications
• Computer networking and internet
• Small Office/Home Office network configuration
• Ticketing tools like Service Now, Remedy, Siebel, Clarify, CA helpdesk, VNC, Control
  
  F1, Dame Ware, Net Meeting, Microsoft Share Point
• Work experience with global clients
• Operational/service delivery knowledge and ability to manage critical situations with minimal supervision
• Willingness to work in a 24/7 environment
• Understanding contact/call center metrics

• Medical/Dental/Vision/Life Insurance
• Paid holidays and paid time off
• 401(k) plan with contributions
• Long‑term/Short‑term disability
• Paid parental leave
• Employee stock purchase plan
• Note:
  
  this role does not offer visa transfer or sponsorship now or in the future.

Entry level

Full‑time

Information Technology

IT Services, IT Consulting, Business Consulting and Services