Service Desk Engineer

Cognizant; West Yorkshire; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

IT service desk experience

Customer service

Excellent communication

Team collaboration

Problem ownership

Prioritization

Fast-paced environment

Adaptability

Tools

ServiceNow

Outlook

Microsoft Teams

Azure Virtual Desktop

GlobalProtect

iManage

Active Directory

Windows 10

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

Essential

• 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
• 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.

Desirable

• 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.