Service Desk Analyst- L1 support(onsite)

About the group:

Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment.

EEO Statement & Accommodations

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.

Job Tittle: L1 Service Desk Analyst (ONSITE)

Location: Mesa, AZ

Responsibilities

* Receiving End-user calls (Incident detection, recording & Classification)

* Resolving tickets which are in scope and dispatching the Incidents & SR which are out of scope to correct resolver group

* Basic knowledge on O365, VMWare, VDI, Mainframe

* Incident Life cycle Management (End to End follow up on Pending tickets with resolver groups)

* Major Incident Update & Communication to Stake Holders

* Identify the Problem Tickets

* Co-Ordinating the Security violation incident with SOC team

* Account Unlock (Windows); Password Reset (Windows)

* AD account disabling in case of Security Violation/ Breach

* Distribution List Creation; Distribution List Maintenance (Addition of members, Deletion of Members)

* Email Account Management (Maintenance of Common Mail box /User Mail box)

* Handling Desktop Performance issue; Internet Explorer Issues (Proxy Settings, Pop-up Issues Etc.)

* Handling Outlook Issues; Other MS Office Product Issues

* Handling Internet Connection issues; LAN/Intranet Issues

* Wireless ID creation (Guest Account) & Maintenance

* Answer End user calls and make outbound calls for incident follow up;Provide First level resolution

* Ticket Creation/Categorization/Prioritization;Ticket escalation to respective Support Group

* Ticket Closure and follow-up on aging or open tickets

* Undergo training based on project requirements; Ability to adhere to Shift schedule

* Work experience in supporting service desk or support center for manufacturing plant IT users and corporate support

* Good understanding of Microsoft Office suite

* Critical Situation management

* Understanding of Total Case Ownership

Other requirements

* Excellent interpersonal and relationship building skills.

* High level of personal integrity and dedication.

* Good communication and written skills.

* Flexible to work 24/7 rotational shifts

Education/ Qualifications

* Associate's degree or technical institute degree/certificate or equivalent work experience

* Service Desk Experience

* ITSM ServiceNow

* Active directory

* Customer Service

* Technical skills

* Microsoft Office suite

Applications will be accepted until May 16, 2025.

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. Eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

Disclaimer: The hourly rate, 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.

Cognizant is an Equal Opportunity Employer M/F/D/V. Cognizant is committed to ensuring that all current and prospective associates are afforded equal opportunities and treatment and a work environment free of harassment.

Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network Assists Veterans in building and growing a career at Cognizant that allows them to demonstrate the leadership, loyalty, integrity, and commitment to excellence instilled in them through participation in military service.