Service Desk Agent with English

at  Cognizant

AT #COGNIZANT, WE HAVE AN IDEAL OPPORTUNITY FOR YOU TO BE PART OF ONE OF THE LARGEST COMPANIES IN THE DIGITAL INDUSTRY WORLDWIDE. A COMPANY WHERE WE LOOK FOR PEOPLE WHO CONTRIBUTE NEW IDEAS, EXPERIENCING A DYNAMIC AND GROWING ENVIRONMENT. AT COGNIZANT, WE PROMOTE AN INCLUSIVE CULTURE WHERE WE VALUE DIFFERENT PERSPECTIVES.

We are currently looking for a Service Desk Operator to be part of a team for one of the biggest Healthcare/Pharmacy Services Company in the U.S.

NECESSARY SKILLS AND EXPERIENCE REQUIRED:

• 1+ years of experience with Computer Repair / Troubleshooting.
• 1+ years of experience in Customer Service.
• Active Directory experience (desirable).
• IT / Computer Call Center experience (desirable).
• Quick learner and able to multitask (desirable)
• Excellent communication in both Spanish and English.
• Goal and result-oriented mindset.

WHAT YOU´LL DO?

As a Service Desk Operator, you will oversee the support needed by the employees of the company, it is a team of operators handling service desk requests via phone, chat and email.

KEY RESPONSIBILITIES:

• Work with internal customers to answer the Help Desk telephones in a professional, courteous, and timely manner.
• Provide technical assistance to end users for software applications, desktop/laptop computer hardware, and peripheral devices. Act as first point of contact to end-users.
• Apply general knowledge of hardware, custom and third-party software applications, networks, telephony systems, Windows AD, AS/400, and application security to analyze and prioritize issues.
• Work with Help Desk Supervisor in logging all calls in the Help Desk ticketing system.
• Escalate urgent problems for resolution to Supervisor or Management and documents resolution to reported problems.
• Utilize knowledge bases and documentation to debug issues.
• Work with predefined procedures (escalation paths, service level agreement guidelines, definition of issue type, priority, and impact) for the Help Desk.
• Work with remote end users to debug issues and provides solutions or escalate issues as determined necessary.
• Work with end users to set expectations on time to resolve more complex issues and follows up with end users on status of issues.
• Work with Help Desk team in sharing information on open issues requiring follow up with the technician who has the next shift or Second level.
• You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.