Shift Leader

at  Cognizant

WE’RE HIRING!

At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work 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 providing career growth and development opportunities. #WelcomeToCognizant!
We have an exciting opportunity for an exceptional individual to work supporting one of our clients as a Support Agent

REQUIRED SKILLS:

• 2-3 years of experience in Windows Front-End Environment (Win10, Win11)
• 2-3 years of Knowledge with Ticketing System Tool (i.e. Remedy, HP Service Manager, Service Now, etc.)
• 2-3 years of knowledge with ITIL Framework (Incident Management, Request Fulfillment and problem management)
• 2-3 years of experience with Office Package (Outlook, Excel, Word, etc.)
• 1-2 years of experience providing L1 Network support.
• 2-3 years Knowledge with PC Hardware Structure Devices
• High capacity to analyze and synthetize
• 1 years of experience leading teams. (Desirable)
• 2-3 years of experience providing Customer Care support
• Advanced Customer Experience Oriented
• Strong communication skills
• 1 year of knowledge with Service Desk SLA
• Basic Skills building and presenting business reviews

• Responsible for attending customer phone calls and tickets.
• Register all service requests within the Help Desk offer, specifically the ones assigned to his/her responsibility.
• Restoring issues as possible
• Solve the service requests within their domain or support group.
• Inform the Client about the services that are not provided by the Help Desk
• Register and classify correctly the service request fields in ticketing tool.
• Assign priorities to the service requests and verify the ones with Urgent / High priority with the Supervisor in order to take immediate actions.
• Document all the solutions in a comprehensible language for the Client.
• Verify the existence of scripts to solve service requests and generate script proposals when they do not exist.
• Transfer calls to the correct support group when the Client has called the incorrect group.
• Solve the service requests assigned by other Agent / Support Group that are within his domain and in the Help Desk service catalog.
• Close the solved service requests and notify the Client about the solution.
• Assure Customer satisfaction regarding the solution offered.
• Provide daily follow-up to open service requests that have not been closed.