The Help Desk Analyst role provides customer support for technical issues related to PCs, mainframe, networking, midrange, business applications, messaging, and security in a fast-paced corporate environment. This work involves logging issues into the problem tracking system, resolving Tier 1 and some Tier 2 incidents as well as analyzing problems for escalation to appropriate support teams as necessary. L1 Help Desk Analysts are expected to support multiple proprietary business applications or components across technology stacks.
Our Support Center is staffed 24x7 with shift hours based upon business requirements. Holiday coverage is managed on a rotation basis. Correct staffing is critical to providing the support to meet service expectations; therefore, dependability and punctuality are expected and are considered key performance indicators.
Candidates must possess or be able to obtain a NAC (Nations Agency Check) security clearance.
Technical school or 2-year Associate Degree required with equivalent experience; Bachelor Degree preferred.
Strong interpersonal, oral and written communication skills
Outstanding customer service experience and resourcefulness
1-3 years help desk or technical support experience
Must posses working knowledge of current technologies and strong analytical skills
Willingness to work in 24x7 environment
Customer service orientation and ability to work in a team
Excellent Communications skills(Voice & Email) to handle global customers
Should have good analytical and typing skills
POS Support experience
Basic SQL knowledge
Recent, verifiable experience working with:
Desktop operating systems (Windows XP, Windows 7, Linux OS) and
Security: password reset, authentication
Remote Desktop Connection and/or Remote Access (dial-up, vpn)
PC hardware configurations and diagnostics
Experience with Linux OS and Servicenow.com is a plus.
Certifications within discipline such as: Help Desk Institute, Information Technology Infrastructure Library (ITIL), IT Service Management (ITSM), MCSE, A+, Six Sigma, CMMI
Business experience in retail and/or sales and distribution
Experience with Servicenow.com, ITIL process
Cognizant US Corporation is an Equal Opportunity Employer Minority/Female/Disability/Veteran. If you require accessibility assistance applying for open positions in the US, please send an email with your request to CareersNA2@cognizant.com
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant, a member of the NASDAQ-100, is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us on Twitter: USJobsCognizant.
Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network assists Veterans in building and growing a career at Cognizant that allows them to leverage the leadership, loyalty, integrity, and commitment to excellence instilled in them through participation in military service.