DirecciónAbout Us:
Cognizant is one of the world’s leading professional services companies, we help our clients modernize technology, reinvent processes and transform experiences so they can stay ahead in our constantly evolving world. Cognizant is looking to expand the Remote Help Desk team and your skills are needed! Are you interested? If so, please apply in order to be considered. We look forward to reviewing your application!
The Role:
Cognizant is looking for an experienced and innovative Service Help Desk Agent that can work across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems and requests, while providing quick resolution. Responsible for answering IT requests via phone, email, live chat or instant message and explaining solutions in technical and nontechnical terms. Responsible for being part of a team working on projects involving solving complex issues requiring highly technical skills to resolve. The ideal candidate is highly skilled in both technical and customer service areas while valuing a team mentality.
Experience / Skills:
Minimum 2 years of IT Service Desk/Help Desk experience in a 24x7 operations using email, voice, or chat tools and ticketing software
High School Diploma or equivalent
Responsibilities:
- Provides frontline customer support via phone, chat and email for IT Services and Infrastructure
- With limited oversight, uses good judgment to assess, triage, research, and resolve significant technical issues presented via monitors, calls, emails or other methods of notification
- Provides level 1 and 2 support resolution for all technical solutions including proprietary systems (hardware, software and application functionality) based on work experience; triages, and documents level 3 support issues. Provides support to users for hardware, software, and application functionality
- Actively monitors the production environment for potential events that could cause disruption
- Provides education and training to the Help Desk. Works with Business Unit system support teams to develop, modify, and update support documentation for the support teams, including the Help Desk
- Performs job functions in a fast-paced work environment in which responsibility for managing multiple events simultaneously is routine
- Successfully resolves most system problems independently, determining best course of action. Resolves or facilitates any issue to resolution
- Uses a range of methods, tools and systems to complete job functions; actively works to develop new or improve existing processes
The tools and equipments given below will be preferred:
Experience in use of Service Desk voice, email, chat and ticketing tools like ServiceNow, Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point, etc.
Salary and Other Compensation:
The hourly rate for this position is between $33.00 – $40.00 per hour, depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, 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.
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
If you have a disability that requires a reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information. Applications are accepted on an ongoing basis.
Employee Status : Full Time Employee
Shift : Day Job
Travel : No
Job Posting : Jan 18 2024
About Cognizant
Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @USJobsCognizant.Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
If you have a disability that requires a reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.
