Service Desk Analyst

11 hours ago

Adelaide, Australia Cognizant Full time

In your first few weeks in this Service Desk Analyst role, you can expect to:

- Record all end-user transactions in the Service Now ticketing tool
- Maintain SLA/KPI's for yourself
- Provide quality deliverables and enhance customer satisfaction
- Escalate issues to leads (e.g, if unable to resolve, solutions are not in the database, new issues, unhappy end-user, complaints, demanding end-user)
- Contribute to knowledge management by updating/creating knowledge articles.
- Adherence to security and compliance requirements
- An understanding of communication etiquette
- The ability to adhere to the basic guidelines for ticket/voice quality feedback provided by leads/DAT POCs
- Experience in continuous service improvement plans.

In return for your dedication, collaboration and commitment, you'll receive a generous salary and benefits package, joining a welcoming and inclusive culture. At Cognizant, taking care of employees is a priority:

- You can pursue innovative career tracks and opportunities here
- You can enhance your professional development through education and dedicated training
- We’ll give you the skills you need to keep pace with the changing workplace while our compensation, benefits and wellness packages help you stay healthy and plan for the future.

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