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Service Desk Analyst - Glasgow

Employer
Cognizant
Location
UK
Salary
Competitive
Closing date
23 Feb 2021

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Sector
Technology & New Media
Contract Type
Permanent
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Job Details

Excellent opportunity to be part of our Service Desk L 1.5 team working at a key client office in Glasgow.

Role will require shift working .

Roles & Responsibilities:

  • Resolve incoming incidents and requests based on agreed SLA (Service level agreement)s and goals
  • Provide detailed documentation in ticket logging system
  • Receive and handle customer problem escalations
  • Take ownership and responsibility for problems for client's technical issues
  • Increase knowledge base by passing new issue resolution information to Knowledge Administrator through the established Missing Knowledge process
  • Promptly notify Critical Incident Management of high priority issues after collecting required information for escalation
  • Maintain a high level of Quality Customer Service
  • Perform advanced troubleshooting for issue resolution
  • Mentor new team members by helping them on calls
  • Perform SOP based troubleshooting to resolve customer's issues
  • Working in 24x7 Shift operations


Key Skills and Experience:

  • Good communication skills and customer management experience
  • Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
  • Good Analytical & Coordination skills are essential.
  • Strong Customer service skills
  • Good experience of managing VIP users.
  • Has ability to resolve end user issue with minimal downtime
  • Strong understanding of Computers and Trouble shooting skills required.
  • Customer service orientation and ability to work in a team
  • Good interpersonal and communication skills
  • Customer service orientation and ability to work in a team
  • Excellent Soft skill, Communications skills(Voice & Email) to handle global customers
  • Strong keyboard skills
  • Ability to perform in adverse situations
  • Experience in 24x7 or Shift operations (Candidates earlier worked in international contact/call centers in a voice support process is preferred/must)
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows XP and Windows 7 mandatory Experience with using and troubleshooting Outlook 2010 within a network environment (permissions, calendar sharing, delegation) is mandatory
  • Knowledge/exposure on ticketing tools ServiceNow, LogMeIn, SmartIVR etc
  • Experience using and configuring processes within a modern IT System Management tool such as ServiceNow
  • Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
  • Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe etc)
  • Troubleshooting skills on VPN connectivity, dial up , wireless routers
  • Knowledge on active directory, domain controllers etc
  • Exposure to password reset tools
  • Troubleshooting experience using remote control tools
  • Trouble shooting skills and experience in handling Exchange (outlook)/Lotus Notes environment.
  • Resolution of Infrastructure, application issues by following SOP's and /or escalating to Resolver Groups
  • Infrastructure Monitoring and SOP based resolution / timely escalations to resolver groups
  • Application Monitoring and SOP based resolutions / timely escalations to resolver groups
  • ITIL Certification preferred
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