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
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