Service Desk Analyst
2 days ago
We are seeking a passionate, high energy, **Service Desk Analyst - L1**. Our strength is built on our ability to work together. Our diverse set of backgrounds offer different perspectives and new ways of thinking. It encourages lively discussions, inspires thought leadership, and helps us build better solutions for our people and clients. We are looking for someone who thrives in this setting and is inspired to craft relevant solutions through true collaboration. If you are excited by change, and excel through autonomy, we would love to hear from you
**Why choose cognizant?**
It takes a lot to succeed in today’s fast-paced market, and Cognizant has become a leader in the industry. We love big ideas and even bigger dreams. We stand out because we put human experiences at the core. We help clients engage customers by envisioning and building creative products and services. We develop go-to-market strategies and invent entirely new business models, ensuring that every company we work with walks away with both encouragement and a plan. Everything we do at Cognizant we do with passion—for our clients, our communities, and our organization. It’s the defining attribute that we look for in our people.
What do you need to succeed?
**Job Summery**
**Days/Hours of Work** - 8 hours work + 1 hour break, 5 days (24X7 Shift only)
**Required Skills** - Service Desk call handling & troubleshooting Skills for at least 6 months
**Preferred Skills** - ITIL knowledge & Service Now Experience
**Physical Work Location (City & State)** - Remote currently but when RTO the location is Mississauga, Ontario, Canada
**Roles & Responsibilities**
- Enters, assigns and tracks service requests in the on-line work-order system. Refers service issues to IT management.
- Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software
- Provides professional, courteous, prompt and accurate support and solutions to users. enterprise system software
- Communicates, analyses and troubleshoots routine user problems and provides proper solutions or remedies.
- Properly documents problem ticket into on-line Help Desk System.
- Assists other IT technical staff in providing users feedbacks and user statistics.
- Establishes priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures.
- Updates Help Desk database information.
- Follows up and communicates ticket information to users when appropriate.
- Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.
- Assists with desktop and laptop imagining and installation as needed.
- Assists in the operations of enterprise systems as needed
- Create and updates user accounts creation as needed
- Follows help desk and departmental guidelines and operating procedures.
- Work closely with senior helpdesk and other IT staff to acquire additional technical and nontechnical knowledge.
**Technical Skill**
- Very good knowledge on VPN concepts and working experience in VPN troubleshooting
- Working experience in Internet troubleshooting and wireless routers
- Knowledge on active directory, domain controllers and good exposure to active directory concepts
- Working experience in password reset tools and self
- Troubleshooting experience using remote control tools (example: Bomgar, LogMeIn, TeamViewer)
- Trouble shooting skills and experience in handling Exchange (Outlook)/Lotus Notes environment
**Management Skills**
- Skills in written and verbal communication.
- Skills in managing multi-vendor environment and ability to work with various resolver groups in driving the speedy resolution
**Mandatory Skills**
- Knowledge of principles and operations of computer systems and related peripheral equipment
- Ability to analyse and troubleshoot users problems via the telephone
- Ability to maintain knowledge of current technology and able to learn new technology
- Ability to communicate professionally, accurately and effectively, both verbal and written, as well as on the telephone
- Ability to understand and respond to user questions in an effective and courteous manner
- Ability to convey technical procedures and directions in layman’s terms
- Proficiency with operating systems, including Windows and MacIntosh’s operating systems
- Possess advanced knowledge and understanding of networking and personal computer hardware
- Good knowledge on VPN concepts and troubleshooting VPN connections
- Knowledge on Virtual Machines / Citrix
- Knowledge/exposure on ticketing tools like Remedy, ServiceNow
- Knowledge on active directory, domain controllers etc. and exposure to password reset tools
- Troubleshooting experience using remote control tools like Bomgar
Cognizant will only consider applicants for this position who are legally authorized to work in Ca
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