Service Desk Engineer

Cognizant; City of Poughkeepsie (NY); On-site; USD 79,000 - 105,000; Full time

Benefits offered by this job

Discretionary annual incentive program

Job summary

Cognizant is seeking a Service Desk Lead in Poughkeepsie, NY, onsite. Lead end-to-end service desk and field services for utilities clients, ensuring timely incident resolution and asset management.

Focus on performance, user experience, and aligned processes for sustained operations. Responsibilities include managing queues, coordinating field support, enforcing SOPs, and collaborating with stakeholders to improve reliability and customer satisfaction.

Qualifications

• Experience leading service desk and field services for complex environments.
• Ability to resolve incidents quickly while meeting SLAs.
• Knowledge of utilities domain and end user support processes.

Responsibilities

• Oversee daily service desk operations to ensure consistent high-quality support.
• Coordinate field services to provide onsite support for critical infrastructure.
• Manage asset records and lifecycle actions for hardware and software.
• Monitor queues and prioritize issues by business impact.
• Implement standard operating procedures for support teams.
• Collaborate with stakeholders to translate needs into actions.
• Analyze performance data to drive improvements in reliability.
• Guide team members on complex utilities-related scenarios and escalations.
• Coordinate with upstream and downstream teams to resolve cross-functional issues.
• Maintain documentation for workflows and audits.
• Ensure adherence to work-from-office and day-shift schedules.
• Promote user-centric support and adoption of new tools.

Skills

Desktop Troubleshooting

MS Office

VPN Connectivity

Active Directory

Password Resets

Customer Service

Coordination

24x7 Operations

Ticketing Tools

Tools

Siebel

Clarify

CA Helpdesk

VNC

DameWare

Microsoft SharePoint

NetMeeting

Job description

Location: Poughkeepsie, NY - ONSITE OPPORTUNITY

Service Desk Leadwill manage end to end service desk and field services operations for utilities clients in a work from office environment ensuring timely resolution of incidents requests and asset services. The role focuses on optimizing service performance improving customer experience and aligning operational processes with business objectives over a sustained period of professional experience.

About Cognizant's CIS Practice:

Cognizant's CIS (Cognizant Infrastructure Services) Practice is a global leader in providing IT infrastructure services. We deliver innovative solutions to optimize and transform IT infrastructure, ensuring business agility and operational efficiency. Our services include cloud computing, data center management, network services, and cybersecurity. We focus on understanding client needs and delivering customized solutions to drive business success.

In this role, you will:

• Oversee daily service desk operations to ensure consistent high-quality support for utilities users while meeting agreed service levels and response time targets.
• Coordinate field services activities to ensure onsite support for critical utilities infrastructure is executed efficiently and aligned with operational priorities and maintenance schedules.
• Manage asset services processes to maintain accurate records of hardware and software inventories and to support timely asset lifecycle actions such as deployment and retirement.
• Monitor incident and request queues to prioritize issues based on business impact and to ensure that utilities operations experience minimal disruption from technology related problems.
• Implement standard operating procedures for service desk and field services teams to drive process consistency and to support continuous improvement across all support functions.
• Collaborate with utilities business stakeholders to understand operational needs and to translate those needs into practical support actions and service enhancements.
• Analyze service performance data to identify patterns in user issues and to recommend targeted process or technology changes that improve reliability and user satisfaction.
• Guide service desk team members in handling complex utilities related support scenarios by sharing best practices and ensuring that escalation paths are followed accurately.
• Coordinate with upstream and downstream technology teams to ensure seamless resolution of cross functional issues affecting utilities platforms and field devices.
• Maintain precise documentation of service desk workflows asset records and field services activities to support audits compliance requirements and operational transparency.
• Drive adherence to work from office expectations and day shift schedules while ensuring that coverage plans support peak demand periods for utilities operations.
• Promote a user centric mindset within the service desk and field services community so that every interaction contributes to dependable utilities service and public trust.
• Support adoption of new tools and platforms for ticketing asset management and field operations by organizing training and reinforcing practical usage guidelines.

What you’ll need to succeed:

• Troubleshooting skills on desktop, MS office, Adobe, VPN connectivity, dial up , wireless routers, handling Exchange(Outlook)/Lotus Notes environment and remote control
• Knowledge on active directory, domain controllers etc
• Exposure to password reset tools
• Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
• Willing to work in 24x7 environment
• Good Analytical & Coordination skills are essential.
• Customer service orientation and ability to work in a team
• Ability to perform in adverse situations
• Knowledge/exposure on ticketing tools like Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point etc

This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

Annual compensation between $79,000-$105,000 is being offered for the role.