Service Desk Analyst (ONSITE)

Cognizant Technology Solutions • Mesa, AZ

381d • $37,800 - $59,500

About The Position

The Service Desk Analyst role at Cognizant involves providing first-level support to end users, managing incidents, and ensuring effective communication with third-party partners. This position is crucial for maintaining operational efficiency and delivering high-quality customer service in a cloud infrastructure environment.

Requirements

• Experience in cloud infrastructure management.
• Knowledge of configuration management processes.
• Mid-level experience in IT support and service desk operations.
• Strong understanding of ITIL processes and desk-side support management.
• Excellent customer service skills and communication abilities.
• Ability to manage vendor relationships and project management tasks.
• Familiarity with SLA management and critical metrics.

Nice To Haves

• Experience with ticketing systems and incident management tools.
• Knowledge of hardware and software troubleshooting techniques.
• Familiarity with data collection and preservation activities.

Responsibilities

• Answer end user calls and make outbound calls for incident follow-up.
• Provide first-level resolution for incidents.
• Create, categorize, and prioritize tickets.
• Resolve incidents and recover services as needed.
• Provide customer service and support for hardware and software issues.
• Manage password resets and account access issues.
• Coordinate with regional resources and team leads for field services delivery.
• Plan and execute resource training plans.
• Collaborate with third-party partners to manage service delivery and relationships.
• Understand and implement desk-side support management duties and processes.
• Handle break-fix service requests and IMAC incidents.
• Manage configuration management processes within ITIL.
• Oversee vendor relationship management and project management of work streams.
• Review SLA critical metrics with delivery managers and internal departments.
• Conduct periodic reviews with vendors and approve invoices for payment.
• Manage full-time or dispatch engineers at various locations.
• Take ownership of issues through to resolution for all appropriate requests.
• Stage, build, and image systems with standard client images.
• Complete special projects as requested by customers.
• Provide technical training to junior employees.
• Perform data collection and preservation activities related to migrations and discovery.
• Support manufacturing shop floor handhelds, laptops, and scanner devices.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Paid holidays
• Paid time off
• 401(k) plan with contributions
• Paid parental leave
• Employee stock purchase plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed