Remote IT Service Desk Queue Specialist | ITIL

Cognizant; Des Moines (IA); On-site; USD 53,000 - 58,000; Full time

Job summary

Cognizant is seeking a Service Desk Queue Specialist for a full-time remote opportunity. Applicants must be located in the US and have valid US work authorization.

Cognizant will not sponsor visas now or anytime in the future. In this role you will monitor and manage Incident, Service Request, and Task queues in ServiceDesk Plus ITSM, ensure proper categorization and routing, and drive daily ticket reviews.

Qualifications

• 4+ years of experience in IT service management activities.
• Experience with ITIL framework.
• Experience in Incident Management and Service Request Management.
• Experience with SLA management and reporting dashboards.

Responsibilities

• Monitor and manage Incident, Service Request, and Task queues in ServiceDesk Plus ITSM.
• Ensure tickets are categorized, prioritized, assigned, and routed correctly.
• Maintain queue health by identifying backlog, aging tickets, and SLA risks.
• Drive daily ticket reviews to ensure timely progression and resolution.
• Balance workload across Service Desk analysts and support teams.
• Ensure tickets contain accurate documentation, updates, and closure details.
• Monitor SLA compliance and take proactive actions to prevent breaches.
• Prepare daily, weekly, and monthly dashboards and reports.
• Act as the escalation point and coordinate with Level 2/3, Infrastructure, Network, Security, and Vendor teams.

Skills

ITIL Framework

Incident Management

Service Request Management

SLA Management

Problem Management

Knowledge Management

Dashboard & Reporting

Service Desk Analytics

Excel / Power BI Reporting

Escalation Management

Workflow Automation

Tools

ManageEngine ServiceDesk Plus ITSM

Power BI

Job description

Cognizant is seeking a Service Desk Queue Specialist for a full-time remote opportunity. Applicants must be located in the US and have valid US work authorization.

Cognizant will not sponsor visas now or anytime in the future. In this role you will monitor and manage Incident, Service Request, and Task queues in ServiceDesk Plus ITSM, ensure proper categorization and routing, and drive daily ticket reviews.