IT Service Desk Engineer — 24/7 Support & Cloud Apps

Cognizant; West Yorkshire; Hybride; GBP 25 000 - 35 000; Plein temps

Résumé du poste

Cognizant is seeking a Service Desk Analyst to join our Infrastructure Services. The role provides first-line IT support across the firm and client environments, handling incidents within SLAs, and working in a rotating 24x7 pattern.

You will triage, log, and resolve issues across MS apps, Outlook, ServiceNow, and remote access tools, while keeping users informed and maintaining excellent service standards.

Qualifications

• Experience in first line IT service desk support.
• Experience with remote working tools and environments.
• Proficient with Outlook and MS apps.
• Experience using ServiceNow for ticketing.
• Strong customer service skills.
• Excellent communication skills.
• Ability to work in a fast-paced environment.
• Ability to take ownership and prioritise issues.
• Understanding of business needs and priorities.
• Broad IT knowledge.

Responsabilités

• Provide first line IT support across the firm and clients within SLAs.
• Act as a single point of contact via calls, email, live chat and self-service.
• 1st line troubleshooting and logging of IT issues with required information.
• Log and manage calls and emails in the service management system.
• Keep customers updated on outstanding tickets and progress.
• Take ownership of problems and follow up on status.
• Meet or exceed defined quality and performance targets for the service desk.
• Assign incidents to 2nd/3rd line teams after initial steps.
• Identify trends from calls and update knowledge base.
• Contribute to project work as required.

Connaissances

IT service desk experience

Customer service

Excellent communication

Team collaboration

Problem ownership

Prioritization

Fast-paced environment

Adaptability

Outils

ServiceNow

Outlook

Microsoft Teams

Azure Virtual Desktop

GlobalProtect

iManage

Active Directory

Windows 10

Description du poste

Cognizant is seeking a Service Desk Analyst to join our Infrastructure Services. The role provides first-line IT support across the firm and client environments, handling incidents within SLAs, and working in a rotating 24x7 pattern.

You will triage, log, and resolve issues across MS apps, Outlook, ServiceNow, and remote access tools, while keeping users informed and maintaining excellent service standards.