Service Desk

2 - 4 years

0 Lacs

Posted:2 days ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Dear Professional,

We are excited to present a unique opportunity at Cognizant, a leading IT firm renowned for fostering growth and innovation. We are seeking talented professionals with 2- 4 years of experience in IT Service Desk to join our dynamic team.

Your expertise in these areas is highly sought after, and we believe your contributions will be instrumental in driving our projects to new heights. We offer a collaborative environment where your skills will be valued and nurtured.

To proceed to the next step of the recruitment process, please provide us with the following details.

Please share below details (Mandatory) :

Full Name(As per Pan card):

Contact number:

Email:

Current Location:

Interested Locations:

Total Years of experience:

Relevant years of experience:

Current company:

Notice period:

NP negotiable: if yes how many days they can negotiate? : If you are Serving any Notice period Means please mention Last date of Working:

Current CTC-

Expected CTC-

JD:

  • Responsible for service Request fulfillment, Incident Mgmt (First level resolution) for the End User queries via Avaya call, web tool and mailing/chat system within the agreed service level and defined guidelines.
  • Record all End user transactions in Remedy ticketing tool.
  • Responsible for maintaining SLA/KPIs for self.
  • Responsible for providing quality deliverables and enhancing customer satisfaction
  • Escalate issues to Leads (if unable to resolve, solutions not in database, new issues, unhappy End User, complaint, Demanding End User)
  • Contribution to knowledge management by updating/creating the knowledge articles
  • Adherence to security and compliance requirements
  • Adherence to communication etiquettes
  • Quality Should adhere to the basic guidelines laid down for the ticket/voice quality feedbacks provided by Leads/DAT POCs
  • Contribute to and participate proactively in knowledge sharing sessions
  • Contribute to continuous service improvement plans (CSI)
  • Analyst under Batch Process Monitoring Should Monitoring all the in-scope process/jobs.
  • Notifying in case of any challenges in the process.
  • Preparing handover of Batch Process Monitoring report at and sharing it with the next shift members, at the end of each shift.
  • Notify the lead immediately in case of complaints and escalations
  • Participate on daily basis and discuss technical/Process updates.
  • Acts as Incident Analyst/Service Request Analyst and responsible for the Day to day operation of the Incident Management/Service Request management process.

Organization:

  • Participate in all organizational events and knowledge sharing forums

Adherence to Organizational policies and processes (including Cognizant’s security policies, Learning Plan, timelines etc.)

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Cognizant logo
Cognizant

IT Services and IT Consulting

Teaneck New Jersey

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