Service Desk Analyst

1 week ago

Toronto, Canada Cognizant Full time

We are seeking a dedicated Service Desk Analyst to manage calls and tickets directly from Customer end users. The technician will leverage pre-defined Standard Operating Procedures (SOPs) to resolve incidents and fulfill common requests. This role involves collaborating with Customer to develop and improve SOPs.

Cognizant’s CIS (Cognizant Infrastructure Services) Practice is a global leader in providing IT infrastructure services. We deliver innovative solutions to optimize and transform IT infrastructure, ensuring business agility and operational efficiency. Our services include cloud computing, data center management, network services, and cybersecurity. We focus on understanding client needs and delivering customized solutions to drive business success.

**In this role, you will**:

- 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.
- Communicates, analyzes 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.
- 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.

**What you’ll need to succeed (required skills)**:

- 1-3 years experience in 24x7 operations.
- Very good knowledge on VPN concepts and working experience in VPN troubleshooting.
- Knowledge on active directory, domain controllers and good exposure to active directory concepts.
- Troubleshooting experience handling Exchange (Outlook)/Lotus Notes environment using remote control tools. (example: Bomgar, LogMeIn, TeamViewer)

**What will help you stand out (preferred skills)**:

- Experience with Insurance industry is preferred.
- Possess advanced knowledge and understanding of networking and personal computer hardware.
- Knowledge on Virtual Machines / Citrix.
- Knowledge/exposure on ticketing tools like Remedy, ServiceNow.

Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 3 days a week in a client office based in Toronto, Ontario.

Note: The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

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