24x7 Service Desk Lead — ITIL & Incident Management

Cognizant Consulting; Taguig; Vor Ort; PHP 600.000 - 900.000; Vollzeit

Zusammenfassung

Cognizant Consulting in the Philippines seeks a Service Desk Shift / Team Lead to manage Level 1–2 support, incident handling and knowledge management in a 24x7 setting.

You will drive CSI initiatives, monitor SLAs, and coach a team to deliver high-quality customer service while coordinating with global teams. ITIL familiarity is preferred and prior leadership in a technical support role is desirable.

Qualifikationen

• 3+ years in 24x7 operations with leadership experience in technical support.
• ITIL knowledge or certification preferred.
• Experience in incident and service request management within a service desk.

Aufgaben

• Lead a Service Desk team handling Incidents, requests and knowledge management.
• Manage SLA/KPI delivery and drive continuous improvement.
• Coordinate with resolver groups and vendors; triage and escalate as needed.
• Contribute to CSAT actions and update knowledge articles.

Kenntnisse

Strong communication

Leadership

Teams coaching

Ausbildung

Science/Technical diploma or graduation

B.E./Diploma/ Any graduation

Tools

ServiceNow

Remedy

Siebel

Clarify

CA Helpdesk

VNC

DameWare

SharePoint

Jobbeschreibung

Cognizant Consulting in the Philippines seeks a Service Desk Shift / Team Lead to manage Level 1–2 support, incident handling and knowledge management in a 24x7 setting.

You will drive CSI initiatives, monitor SLAs, and coach a team to deliver high-quality customer service while coordinating with global teams. ITIL familiarity is preferred and prior leadership in a technical support role is desirable.