Service Desk Analyst

2 weeks ago

Adelaide, Australia Cognizant Full time

About Cognizant:
What makes Cognizant a unique place to work? The combination of rapid growth and an international and innovative environment This is creating many opportunities for people like YOU — people with an entrepreneurial spirit who want to make a difference in this world.

At Cognizant, together with your colleagues from all around the world, you will collaborate on creating solutions for the world's leading companies and help them become more flexible, more innovative, and successful. Moreover, this is your chance to be part of the success story.

Summary about the Role:
On A Day-to-day, You’ll Find Yourself:

- Handling end user call and supporting remote users
- Rotating roster 24/7
- Invoke Major Incident process for high priority incidents.
- Diagnose and troubleshoot hardware, software, network, and system issues.
- Log all service requests accurately and track incidents to resolution.
- Escalate unresolved issues to Level 2/3 support as necessary.
- Follow standard procedures for proper escalation and incident handling.
- Maintain technical documentation and user guides.
- Assist in onboarding/offboarding processes such as setting up user accounts and configuring workstations.

To Be Successful In This Role, You Must Possess:

- Good communication, customer service and strong team player
- ITIL knowledge
- End user handling
- Ability to handle 24/7 rotating roster
- Service Desk Windows /Networking /End User Tools
- Remote Desktop Support - Remote Incident Management/ Change LifeCycle Management
- Ability to multi-task and prioritize in a fast-paced environment.
- Familiarity with help desk software and remote desktop tools.

You'll receive an excellent salary and benefits package for your knowledge, expertise and flexibility. At Cognizant, taking care of employees is a priority:

- You can pursue innovative career tracks and opportunities
- 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.
- 1 day Volunteering Leave per year
- Beyond minimum Pay Parental Leave

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