Service Desk Analyst (ONSITE)

Practice - CIS - Cloud, Infrastructure, and Security Services

About Cloud Infrastructure & Security Services: Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad view delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment.

*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*

Job Tittle: Service Desk Analyst (ONSITE)

Work Location: Mesa, AZ

Job Summary:

As a Service Desk Analyst you will be responsible for providing technical support and ensuring the smooth operation of our service desk applications. You will work in a onsite model primarily during day shifts. This role requires a minimum of 2 years and a maximum of 4 years of experience in service desk app support. Your contributions will help maintain our high standards of customer happiness and operational efficiency.

Responsibilities

• Provide technical support for service desk applications to ensure smooth operation and user happiness.
• Solve and resolve issues related to service desk applications in a timely manner.
• Collaborate with other IT teams to ensure flawless integration and functionality of service desk applications.
• Monitor system performance and proactively address potential issues to minimize downtime.
• Document and maintain records of support activities and resolutions for future reference.
• Assist in the development and implementation of standard methodologies for service desk support.
• Conduct regular system audits to ensure compliance with company policies and standards.
• Deliver training and mentorship to end-users on the effective use of service desk applications.
• Participate in the evaluation and testing of new service desk tools and technologies.
• Ensure that all support requests are handled efficiently and within the agreed service level agreements.
• Give to the continuous improvement of service desk processes and procedures.
• Communicate optimally with customers to provide updates on support activities and system performance.
• Stay updated with the latest trends and advancements in service desk technologies.
• Serve as a single point of contact for all IT related issues, queries, and service requests, either over the phone, email, chat or using other customer provided channel, be prepared to switch those methods throughout the day.
• Provide technical assistance and support for issues related to computer systems, software, applications, network, hardware etc.,
• Log all incidents and service requests handled, classify, prioritize incidents, maintain, and update relevant records as per the set process.
• Attempt to achieve the highest level of first call / contact / level resolution.
• Follow procedures to bring up issues to another group or team and follow up
• Thoroughly document case notes, share knowledge, train, and educate customers, and resolve incidents, and fulfill requests as quickly as possible.
• Refer to internal database or customer provided resources to deliver accurate technical solutions
• Maintain balanced score card by achieving service level targets, and performance goals.
• Advise and enable users of self-help and service options to avoid repeat calls to service desk

May be required to travel on location to provide hands and feet support when required

Other duties may be assigned

Qualifications

• Possess a minimum of 2 years of experience in service desk app support.
• Demonstrate strong solve and problem-solving skills.
• Have good communication and social skills.
• Show proficiency in supervising and maintaining system performance.
• Exhibit the ability to detail and maintain support records accurately.
• Display knowledge of standard processes in service desk support.
• Have experience in conducting system audits and ensuring compliance.
• Be capable of providing training and mentorship to end-users.
• Show familiarity with evaluating and testing new tools and technologies.
• Demonstrate the ability to handle support requests efficiently.
• Give to the improvement of support processes.
• Communicate effectively with customers.
• Stay updated with advancements in service desk technologies.

Certifications Required

ITIL Foundation Certification CompTIA A+ Certification

Salary and Other Compensation

Applications will be accepted until March/21/2025.

The hourly rate for this position is between $18.17 to $32.93 per hour depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The Salary, compensation, and benefits 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.

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