Cognizant Recruitment Drive; Hiring Service Desk Engineer - Apply Now

The primary role of Service Desk Analyst is providing first level support through calls / web / chat / Email and handling the resulting incidents or Service Requests using the incident management and Service request fulfillment processes in line with Service Desk objectives. Candidates are advised to apply soon, before the link expires

Name of the Organization: Cognizant

Requisition ID: 061024002245

Positions: Service Desk Engineer

Location: Chennai, Coimbatore & Bengaluru (Hybrid)

Salary: As per company Norms

Educational Qualifications:

• Any Graduate
• Experience: 0.6 Months - 4yrs

Organization:

• Participate in all organizational events and knowledge sharing forums

Job Description:

• Responsible for service Request fulfillment, Incident Mgmt (First level resolution) for the End User queries via Avaya call, web tool and mailing/chat system within the agreed service level and defined guidelines.
• Record all End user transactions in Remedy ticketing tool.
• Responsible for maintaining SLA/KPIs for self.
• Responsible for providing quality deliverables and enhancing customer satisfaction
• Escalate issues to Leads (if unable to resolve, solutions not in database, new issues, unhappy End User, complaint, Demanding End User)
• Contribution to knowledge management by updating/creating the knowledge articles
• Adherence to security and compliance requirements
• Adherence to communication etiquettes
• Quality Should adhere to the basic guidelines laid down for the ticket/voice quality feedbacks provided by Leads/DAT POCs
• Contribute to and participate proactively in knowledge sharing sessions
• Contribute to continuous service improvement plans (CSI)
• Analyst under Batch Process Monitoring Should Monitoring all the in-scope process/jobs.
• Notifying in case of any challenges in the process.
• Preparing handover of Batch Process Monitoring report at and sharing it with the next shift members, at the end of each shift.
• Notify the lead immediately in case of complaints and escalations
• Participate on daily basis and discuss technical/Process updates.
• Acts as Incident Analyst/Service Request Analyst and responsible for the Day to day operation of the Incident Management/Service Request management process.

 

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