Hybrid Service Desk Analyst - 1st Line IT Support

Cognizant; Leeds; Híbrido; GBP 26.000 - 38.000; Jornada completa

Descripción de la vacante

Cognizant is seeking a Service Desk Analyst to join our Infrastructure Services practice in Leeds. You will provide first line support for the firm and its clients, handling calls, emails, live chat, and a self-service portal.

You will work in a rotating 24x7 shift and be based partly in the office (3 days) with some remote work. The role requires strong knowledge of Windows, Office 365, and ITIL practices, with experience in a professional services environment.

Formación

• Experience with iManage document management systems.
• Experience with supporting remote working (Azure Virtual desktop & Global Protect).
• Experience with supporting Outlook extensively and other Microsoft apps such as Microsoft Teams.
• Experience with using ServiceNow.
• Ability to maintain composure in a pressurised, fast-paced environment;
• ITIL Certification or relevant experience;
• Experience of supporting IOS mobile devices, Intune;
• Experience of supporting Windows 10, MS Office 2016 applications, Office 365;
• Advanced knowledge of Active Directory;
• Experience of working at a large law firm, professional services firm or investment bank.

Responsabilidades

• Provide first line IT support to users across the firm, including remote or client-facing support.
• Act as single point of contact for calls, emails, live chat and self-service portal.
• First line troubleshooting for core systems and ensuring tickets are logged with required details.
• Log and manage calls in the service management system per SLAs/OLAs.
• Keep customers updated on ticket progress and follow up to resolution.
• Own problems and communicate progress in a timely manner.
• Meet or exceed defined quality and performance targets for IT Service Desk.
• Assign incidents to 2nd/3rd line teams after troubleshooting steps.
• Identify trends from calls and update knowledge base;
• Participate in project work as required.

Conocimientos

ITIL knowledge

Customer service

Troubleshooting

Team collaboration

Educación

Diploma/degree not required

Herramientas

ServiceNow

iManage

Azure Virtual Desktop

GlobalProtect

Intune

Active Directory

Office 365

Outlook

Microsoft Teams

Descripción del empleo

Cognizant is seeking a Service Desk Analyst to join our Infrastructure Services practice in Leeds. You will provide first line support for the firm and its clients, handling calls, emails, live chat, and a self-service portal.

You will work in a rotating 24x7 shift and be based partly in the office (3 days) with some remote work. The role requires strong knowledge of Windows, Office 365, and ITIL practices, with experience in a professional services environment.