Service Desk Analyst

at  Cognizant

JOB SUMMARY

We are seeking a dedicated Technical Lead with 5 to 6 years of experience in Incident Management Service Desk and Service Desk App Support. The ideal candidate will work from our office in a rotational shift model ensuring seamless IT operations and support. This role is crucial for maintaining high service standards and ensuring quick resolution of technical issues.

QUALIFICATIONS

• Possess strong experience in Incident Management ensuring quick and effective resolution of technical issues.
• Demonstrate expertise in Service Desk operations providing efficient support to end-users.
• Have a solid background in Service Desk App Support ensuring applications run smoothly.
• Exhibit excellent problem-solving skills and the ability to analyze incident trends.
• Show proficiency in coordinating with various teams to resolve incidents within service levels.
• Display strong documentation skills for maintaining incident management processes.
• Have experience in training and mentoring junior staff on best practices.
• Demonstrate the ability to collaborate with stakeholders and provide technical solutions.
• Ensure compliance with company policies and industry standards.
• Conduct performance reviews and implement improvement strategies.
• Manage escalations effectively to address critical issues.
• Utilize data-driven decision-making to enhance service desk performance.
• Maintain high customer satisfaction through timely and accurate support.

• Lead the Incident Management process to ensure timely resolution of technical issues.
• Oversee the Service Desk operations to provide efficient and effective support to end-users.
• Provide expert guidance on Service Desk App Support to ensure smooth functioning of applications.
• Monitor and analyze incident trends to identify areas for improvement and implement corrective actions.
• Coordinate with various teams to ensure incidents are resolved within the agreed service levels.
• Develop and maintain documentation for incident management processes and procedures.
• Train and mentor junior staff on best practices in incident management and service desk operations.
• Collaborate with stakeholders to understand their needs and provide appropriate technical solutions.
• Ensure compliance with company policies and industry standards in all service desk activities.
• Conduct regular reviews of service desk performance and implement strategies for continuous improvement.
• Manage the escalation process to ensure critical issues are addressed promptly and effectively.
• Utilize data and metrics to drive decision-making and improve service desk performance.
• Maintain a high level of customer satisfaction by providing timely and accurate support.