Service Desk Technician

Service Desk Technician Location : Poughkeepsie - NY ( 100% onsite ) Job Summary We are seeking a highly skilled Systems Engineer with 6 to 8 years of experience to join our team. The ideal candidate will have expertise in Service Desk and Service Desk - UAM. This role requires working from the office during day shifts. The candidate should possess strong English language skills in reading writing and speaking. Primary skills :- 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. Act as Point of contact to manage incidents, service requests and problems across the TIS organization. Provide end-user administration support (password resets and account unlocks) for the following the in-scope applications and approved domains Maintain the Knowledge Base and jointly work with Client to identify key information to be populated into the Knowledge Base. Provide technical assistance with in scope operating systems and applications, systems configuration as well as hardware diagnostics. Remote Support Assistance Routing of calls to Tier 2 or Tier 3 groups Established resource pool to mitigate peeks and SLA requirements Match the incident to the knowledge base if available Manage first contact with End Users Troubleshoot the incident within Supplier's in-scope 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) Responsibilities Provide technical support and troubleshooting for Service Desk and Service Desk UAM systems. Oversee the daily operations of the Service Desk ensuring timely resolution of issues. Collaborate with team members to identify and implement process improvements. Monitor system performance and ensure optimal functionality. Develop and maintain documentation for system configurations and procedures. Assist in the deployment and maintenance of software and hardware systems. Ensure compliance with company policies and industry regulations. Conduct regular system audits and generate reports for management review. Train and mentor junior team members on best practices and procedures. Coordinate with other departments to ensure seamless integration of systems. Participate in project planning and execution to meet organizational goals. Provide exceptional customer service and support to end-users. Stay updated with the latest industry trends and technologies to enhance system performance. Qualifications Possess a minimum of 6 years of experience in Service Desk and Service Desk UAM. Demonstrate strong problem-solving and analytical skills. Exhibit excellent communication skills in English both written and spoken. Show proficiency in system monitoring and performance optimization. Have experience in creating and maintaining technical documentation. Display the ability to work collaboratively in a team environment. Possess a strong understanding of industry regulations and compliance requirements. Certifications Required ITIL Foundation Certification CompTIA A+ Certification Salary and Other Compensation: Applications will be accepted until 2/8/2025 The Salary for this position will be 50,000 to 68,000 yearly 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 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.

Created: 2025-01-12