Practice - CIS - Cloud, Infrastructure, and Security Services About Cloud Infrastructure & Security Services: Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment. *Please note, this role is not able to offer visa transfer or sponsorship now or in the future* Job Tittle: Service Desk Analyst (ONSITE) Work Location: Mesa, AZ Job Summary-Responsibilities Answer End user calls and make outbound calls for incident follow up. Provide First level resolution. Ticket Creation/Categorization/Prioritization Incident Resolution and recovery Customer Service Hardware and Software support Password Management Handle regional resources and Team Leads assigned to Field Services Delivery Plan Resource Training Plans. Work closely with our Third-Party Partner Network and handle service provided and relationships. Understanding of Desk side Support Management duties and process Solid understanding of Break-Fix Service Requests IMAC Incident Problem Configuration management and processes within ITIL. Strong JP and Vendor Relationship Management Project Management of your work stream Solid grasp and skills in SLA critical metric Management Review with the Delivery Managers and other internal departments Periodic reviews with JP and Vendors Review and approve vendor invoices for payment Ensure Management of Full Time or Dispatch Engineers at various locations in the region via detailed process to our Delivery and Partners. Taking ownership of issues through to resolution on all appropriate requests Stage Build and Image systems with standard client image (aka eCore). Complete special projects as requested by Customer. Provides technical training to more junior employees. Perform data collection/preservation activities as they relate to migrations and/or discovery. Where required provide support for the Manufacturing Shop Floor handhelds laptops and scanner devices. Salary and Other Compensation Applications will be accepted until 17/24/2024. The annual salary for this position is between $37,800 to $59,500 depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans. Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements: Medical/Dental/Vision/Life Insurance Paid holidays plus Paid Time Off 401(k) plan and contributions Long-term/Short-term Disability Paid Parental Leave Employee Stock Purchase Plan Disclaimer: The Salary, compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law. #LI-KM1 #CB #Ind123
Job Title
Service Desk Analyst (ONSITE)