Servicedesk Engineer (Fresher not applicable)

Job Description

Cognizant is hiring for Service desk role for Bangalore/Chennai/Coimbatore location.

Primary Skills:

The primary role of Service Desk Analyst is providing first level support through calls/web/chat/Email and handling the resulting incidents or Service Requests using the incident management and Service request fulfillment processes in line with Service Desk objectives.

Project/Process:

• Responsible for service Request fulfillment, Incident Mgmt (First level resolution) for the End User queries via Avaya call, web tool and mailing/chat system within the agreed service level and defined guidelines.
• Record all End user transactions in Remedy ticketing tool.
• Responsible for maintaining SLA/KPIs for self.
• Responsible for providing quality deliverables and enhancing customer satisfaction
• Escalate issues to Leads (if unable to resolve, solutions not in database, new issues, unhappy End User, complaint, Demanding End User)
• Contribution to knowledge management by updating/creating the knowledge articles
• Adherence to security and compliance requirements
• Adherence to communication etiquettes
• Quality Should adhere to the basic guidelines laid down for the ticket/voice quality feedbacks provided by Leads/DAT POCs
• Contribute to and participate proactively in knowledge sharing sessions
• Contribute to continuous service improvement plans (CSI)
• Analyst under Batch Process Monitoring Should Monitoring all the in-scope process/jobs.
• Notifying in case of any challenges in the process.
• Preparing handover of Batch Process Monitoring report at and sharing it with the next shift members, at the end of each shift.
• Notify the lead immediately in case of complaints and escalations
• Participate on daily basis and discuss technical/Process updates.
• Acts as Incident Analyst/Service Request Analyst and responsible for the Day to day operation of the Incident Management/Service Request management process. **Please share your details as below with updated resume to [email protected]
  (MANDATORY DETAILS)
  TOTAL EXP-
  RELEVANT EXP IN SERVICE DESK:
• INTERNATIONAL VOICE PROCESS:
  TICKET HANDLING:
• TROUBLESHOOTING:
  ARE YOU READY TO WORK IN ROTATIONAL SHIFT:
• WILLING TO COME FOR DIRECT FACE 2 FACE INTERVIEW ON 19th APRIL:
  C.CTC-
  EXPTD CTC-
  CUR.COMPANY-
  NP-
  PF STATEMENT FOR TOTAL YRS OF EXP (yes/no)-
  (mention if you dont have PF for current 5yrs)
  FORM 16(yes/no)
  CUR LOCATION-
  PREF LOCATION-

Job Classification

Contact Details: