Information Technology Help Desk

Company: Cognizant
Location: Mesa
Posted on: January 16, 2023

Job Description:

Job Title: IT Service Desk TechnicianLocation: Mesa, AZ (Hybrid)


Educational Requirement Associates Degree preferred, HS Diploma required Relevant Experience and Minimum # of Years 1+ year of IT Service Desk/Help Desk experience in a 24x7 operations with an Associates Degree. 2+ years of IT Service Desk/Help Desk experience in a 24x7 operations with a HS Diploma. 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.

• Preferable experience in supporting IT hardware, IT Equipment Refresh, new application rollout support, printers, scanners, displays, retail store level software support, etc.
• Technical proficiency with MS operating systems and MS suites, desktop and mobile applications
• HW/SW troubleshooting skills preferably in retail store POS (Point of Sale) systems
• Network connectivity, dial up and wireless systems troubleshooting skills
• Knowledge on active directory, domain controllers, password reset tools, etc.
• Knowledge on Mobile Device Management for Apple devices (iOS) using VMware AirWatch or through AWS Cloud
• Work experience with Global clients (preferred)
• Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
• Willing to work in a 24x7 environment
• Understanding Contact/call center metrics
• 12+ months of Overall IT Service Desk experience (IT Retail Store support preferred)
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills
  • Work experience in supporting IT service desk or support center for retail store employees and corporate support
  • Good communication skills and customer management experience
  • Good Analytical & Coordination skills
  • Excellent Customer Service skills
  • Good understanding of Computers and technical Troubleshooting skills
  • Good interpersonal skills
  • Excellent Soft skills for handling Voice, Email & Chat transactions
  • Strong multitasking skills handling voice calls and document records at the same time
  • Collaborate with Team Leads in terms of Service Outages
  • Excellent knowledge on Windows Operating system
  • Good understanding of Microsoft Office suite
  • Critical Situation management
  • Understanding of Total Case Ownership
  • Handle L1/L1.5 calls originating from Retail Stores
  • Handle calls related to password resets, under access provisioning, release of HW/SW, network and wireless connectivity, general IT (including POS systems, printers, scanners, displays) troubleshooting, etc.
  • Create & Update Knowledge Document
  • Work with L2 team on improving L1/L1.5 Resolution
  • Perform approved L2 troubleshooting steps

Keywords: Cognizant, Mesa , Information Technology Help Desk, IT / Software / Systems , Mesa, Arizona