Job Description

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 IT Service Desk Technician What you’ll do:   - Conduct training, coaching and role-playing activities for successful knowledge transfer, knowledge retention and soft-skill development - Develop digital educational material (e.g. videos and e-manuals) - Handle L1/L1.5 calls originating from Retail Stores - Handle calls related to password resets, under access provisioning, release of HW/SW, network and wireless connectivity, general IT (including POS systems, printers, scanners, displays) troubleshooting, etc. - Create & Update Knowledge Document - Work with L2 team on improving L1/L1.5 Resolution Perform approved L2 troubleshooting steps Preferred experience:     2+ year of IT Service Desk/Help Desk experience in a 24x7 operations with an Associates Degree.   3+ years of IT Service Desk/Help Desk experience in a 24x7 operations with a HS Diploma.   Experience in use of Service Desk voice, email, chat and ticketing tools like ServiceNow, Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point, etc.   - Preferable experience in supporting IT hardware, IT Equipment Refresh, new application rollout support, printers, scanners, displays, retail store level software support, etc. - Technical proficiency with MS operating systems and MS suites, desktop and mobile applications - HW/SW troubleshooting skills preferably in retail store POS (Point of Sale) systems - Network connectivity, dial up and wireless systems troubleshooting skills - Knowledge on active directory, domain controllers, password reset tools, etc. - Knowledge on Mobile Device Management for Apple devices (iOS) using VMware AirWatch or through AWS Cloud - Training, Knowledge Transfer and on-the-job coaching experience with familiarity in interactive learning activities - Work experience with Global clients (preferred) - Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision - Willing to work in a 24x7 environment - Understanding Contact/call center metrics - 12+ months of Overall IT Service Desk experience (IT Retail Store support preferred) - Customer-service oriented with a problem-solving attitude - Excellent written and verbal communications skills - Work experience in supporting and training IT service desk or support center for retail store employees and corporate support - Good communication skills and customer management experience - Good Analytical & Coordination skills - Excellent Customer Service skills - Good understanding of Computers and technical Troubleshooting skills - Good interpersonal skills - Excellent Soft skills for handling Voice, Email & Chat transactions - Strong multitasking skills handling voice calls and document records at the same time - Collaborate with Team Leads in terms of Service Outages - Excellent knowledge on Windows Operating system - Good understanding of Microsoft Office suite - Critical Situation management - Understanding of Total Case Ownership   Why Cognizant?   Improve your career in one of the largest and fastest growing IT services providers worldwide Receive ongoing support and funding with training and development plans Have a highly competitive benefits and salary package Get the opportunity to work for leading global companies We are committed to respecting human rights and build a better future by helping your minds and the environment We invest in people and their wellbeing.  We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.   At Cognizant we believe than our culture make us stronger!  Join us now! #BeCognizant #IntuitionEngineered