Service Desk Analyst

at  Cognizant

As a Service Desk Analyst, you will provide support through calls, web, chat, and email and handle the resulting incidents or Service Requests using the incident management and service request fulfilment processes in line with Service Desk objectives.

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.

To apply for this Service Desk Analyst role, your soft skills, expertise and experience should include:

• 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.

Please reach out to our team today to apply and register your interest in this full-time Service Desk Analyst position in Adelaide. They’d be thrilled to hear from you. We’d love to help you get your next role and enable you to fulfil your professional ambitions.
At Cognizant, we engineer modern businesses to improve everyday life because we’re dedicated to making a lasting impact. Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we’re improving everyday life. See how at www.cognizant.com or @cognizant.

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

To apply for this Service Desk Analyst role, your soft skills, expertise and experience should include:

• 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