Service Desk Analyst

Cognizant; Leeds; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

ITIL knowledge

Customer service

Troubleshooting

Team collaboration

Education

Diploma/degree not required

Tools

ServiceNow

iManage

Azure Virtual Desktop

GlobalProtect

Intune

Active Directory

Office 365

Outlook

Microsoft Teams

Job description

Excellent opportunity for Service Desk Analyst to be part of our Infrastructure services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data Centres, End User Computing, Service Desk, Network Services and Environment Management Services.

3 days working from office required.

Key Responsibilities and Deliverables:

• Responsible for providing first line support to customers across the firm and in some cases this may include supporting the firm’s clients, directly or indirectly. Their primary focus will be to ensure all queries are answered promptly, requests and incidents are dealt with appropriately and all calls are adequately logged within the firm's service management system. The role is expected to work as part of a team, flexibly, in a rotating 24x7 shift pattern.
• 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

Key Requirements

• Experience with supporting document management systems such as iManage
• 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;
• 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.
• 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.