Service Desk Analyst - Toronto, Canada - Cognizant

Cognizant

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Service Desk Analyst

Technical Skills- Service Desk, Asset Services, Desktop Support - Remote Service Desk App Support, Field Services, Service desk - UAM

Shift- Rotational CANADA SHIFTS 24/7

Roles & Responsibilities:

Act as a single point of contact to manage incidents service requests and problems across the TIS organization.
Maintain the Knowledge Base and jointly work with client to identify key information to be populated into the Knowledge Base.
Remote Support Assistance Routing of calls to Tier 2 or Tier 3 groups.
Established resource pool to mitigate peeks and SLA requirements.
Provide Delivery Partner with the required administrative access and security authorizations to provide the in scope.
Services Supplier will Implement and maintain a 24 x 7 x 365 Service Desk for client with service provided in English.
Match the incident to the knowledge base if available Manage first contact with End Users.
Troubleshoot the incident within Supplier's inscope and/or route the incident to appropriate supporting group.
Provide information on business events and/or IT events on shared web based platform (like SharePoint or ITSM ticketing system).
Use Service Now IT Portal and its Knowledge Management Module for Self Help and access to trouble ticket status answers to frequently asked questions (FAQ) password reset functionality and the ability to open Incident tickets and Service Requests.

Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.

Employee Status :
Full Time Employee

Shift :
Day Job

Travel :
No

Job Posting :
Jan

**About Cognizant