Service Desk Analyst

Cognizant CIS

About Cloud Infrastructure & Security Services: Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to be responsible for the business in a secure environment.

*You must be legally authorized to work in United States without the need of employer sponsorship, now or at any time in the future *

Job title: Service Desk Analyst

* Serve as a single point of contact for all IT related issues, queries and service requests, either over the phone, email, chat or using other customer provided channel, be prepared to switch those methods throughout the day.

* Provide technical assistance and support for issues related to computer systems, software, applications, network, hardware etc.,

* Log all incidents and service requests handled, classify, prioritize incidents, maintain and update relevant records as per the set process.

* Attempt to achieve highest level of first call / contact / level resolution.

* Follow procedures to escalate issues to another group or team and followup

* Thoroughly document case notes, share knowledge, train and educate customers, and resolve incidents, and fulfill requests as quickly as possible.

* Refer to internal database or customer provided resources to provide accurate technical solutions

* Maintain balanced score card by achieving service level targets, and performance goals.

* Advise and enable users of self-help and service options to avoid repeat calls to service desk

* May be required to travel on location to provide hands and feet support when required

* Other duties may be assigned

Salary and Other Compensation:

Applications will be accepted until April 10th, 2025.

The base annual salary for this position is between $37,800 to $68,500 depending on experience and other qualifications of the successful candidate.

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

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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