Service Desk Engineer
- Cognizant
- 1 - 3 years
- Pune
- 4 months ago
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Job Description
A Service Desk Analyst is the first point of contact for IT support, handling user issues via phone, email, or chat, troubleshooting hardware/software/network problems, logging tickets, and escalating complex issues to higher tiers while ensuring high customer satisfaction and adherence to SLAs, often setting up new devices and contributing to knowledge bases.
Key Responsibilities
User Support: Act as primary contact for IT issues, resolving problems for staff or customers.
Ticket Management: Log, track, assign, and manage all incoming support requests using ticketing systems (e.g., ServiceNow).
Technical Troubleshooting: Diagnose and resolve issues with software (OS, applications), hardware, and basic network connectivity.
Escalation & Coordination: Escalate unresolved issues to appropriate 2nd/3rd-level support teams or vendors, managing the process to resolution.
Documentation: Update knowledge bases, create training materials, and document recurring problems and solutions.
Device Management: Set up, configure, and install new hardware and software for users.
SLA & Reporting: Monitor and report on Service Level Agreements (SLAs), adherence, and performance metrics.
Proactive Improvement: Identify trends and suggest process improvements to enhance IT services.
Essential Skills & Requirements
Strong problem-solving and analytical skills.
Excellent communication (verbal & written) and interpersonal skills.
Familiarity with ticketing systems and remote support tools.
Knowledge of operating systems, hardware, and common software.
Ability to work in a fast-paced, team-oriented environment.
Experience in a help desk or similar IT support role.'
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: IT Infrastructure Services - OtherEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Pune
Keyskills: IT Helpdesk Service Desk Troubleshooting
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