Service Desk Lead

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 6+ years of experience in ServiceDesk Lead 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 with Updated resume to Vigneshwaran.suresh@cognizant.com. We will review and share updates once profile is shortlisted. Service Desk L3 role. Shift 24/7, WFH option is not available & Location is Bangalore. First point of escalation for technical issues Ability to respond end user phone ,email or chat request for support to resolve issues related to Laptop, application, system, device, access or performance issue Provide appropriate systems support, including training and pre-emptive identification and resolution of user issues Provide and co-ordinate Team, including ticket recording, hardware and software installations, user administration, network (LAN), Server, and PC requests and issue resolution Escalating incidents and service requests to the next level of support if necessary Should have knowledge on working with Infrastructure team (P&H, Collab, Security, Network) Should be quick enough to Utilize information or solution database to research, troubleshoot and deliver solution Provide advises users on the methods, Steps, and actions to resolve and avoid future issues and provides documentation as needed Should be capable to work independently within establish procedures associated with the job function and should be ready for multi-tasking Ability to provide leadership and functional direction to other technical support Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community Facilitate Technical Refresher Training to team Ad-hoc report - Sharing reports to analyst based on request from the users SME Invocation is involved to Handle Calls during unexpected spike in Volume To do D-SAT analysis, communicate with users and identify the reason for DSAT Update the analysis in DSAT analysis tracker & send an acknowledgement mailer to user Providing Feedback to tech team /support analyst Perform Technical & Ticket quality audit on a weekly basis and provide feedback on a regular basis Keep track on customer adoption status frequently Identify the Value added suggestions received from users through DSAT analysis and share it with the concerned team for further analysis Self-motivated and with a strong sense of accountability Should be familiar with Remote Support and Remote Tools. Should be capable to work with VIP clients and Priority Issues with high urgency. Should be familiar with UAM/IAM skills. Must have ITIL V4 certification completed and good to have MCSE, CCNA, Microsoft 365 certification