Hybrid Service Desk Engineer (1st Line IT Support)

Cognizant; Leeds; Hybride; GBP 22 000 - 28 000; Plein temps

Résumé du poste

Cognizant Infrastructure Services is hiring a Service Desk Analyst to provide first line IT support across the firm and its clients. You will handle calls, emails, live chat and self-service inquiries, logging all activity in the service management system and working within SLAs/OLAs.

The role requires 1st line troubleshooting for core systems, ownership of issues, and timely updates to customers. This position operates in a rotating 24x7 shift pattern with three days in the office.

Qualifications

• Experience with supporting document management systems such as iManage.
• Experience with supporting remote working (Azure Virtual Desktop & GlobalProtect).
• Experience with supporting Outlook extensively and other Microsoft apps such as Microsoft Teams.
• Experience with using ServiceNow.
• Customer service / IT Service Desk experience.
• Excellent communication skills;
• Ability to maintain composure in a pressurised, fast-paced environment.
• Ability to understand business needs and prioritise issues accordingly.
• Ability to take ownership of and manage issues to resolution.
• A broad knowledge and interest in IT.

Responsabilités

• Provide first line IT support to customers across the firm and in some cases this may include supporting the firm’s clients, directly or indirectly.
• Act as a single point of contact for all incoming calls, emails, live chat and self-service portal from customers regarding IT issues and queries.
• 1st line support - troubleshooting IT relating problems for the firm’s core systems ensuring issues are logged with the required information.
• Ensure all calls and emails are logged and managed within the firm’s service management system in accordance to the agreed SLAs and OLAs.
• Keep customers updated on outstanding tickets.
• Take ownership of problems and follow up the status of problems on behalf of the customer and communicate progress in a timely manner.
• Meet or exceed defined quality and performance targets for IT Service Desk.
• Take responsibility for calls and see them through to completion.
• Assign incidents and requests to appropriate 2nd/ 3rd line teams after all troubleshooting steps have been exhausted.
• Proactively pick up on trends from calls logged.
• Update documentation and knowledge base articles as and when required
• Project work as required

Connaissances

iManage

Azure Virtual Desktop

GlobalProtect

Outlook

Microsoft Teams

Customer service

IT Service Desk

Communication skills

Ownership

Prioritisation

IT knowledge

Outils

ServiceNow

Description du poste

Cognizant Infrastructure Services is hiring a Service Desk Analyst to provide first line IT support across the firm and its clients. You will handle calls, emails, live chat and self-service inquiries, logging all activity in the service management system and working within SLAs/OLAs.

The role requires 1st line troubleshooting for core systems, ownership of issues, and timely updates to customers. This position operates in a rotating 24x7 shift pattern with three days in the office.