Service Desk - Tech Lead

Service Desk

Location: Hyderabad

Experience: 3 to 5 Years

Shift: 24/7 rotational (5 days Work from office)

Job Summary

Serve as the first point of contact for customers seeking technical assistance in person at walkup support locations over the phone remote connection software chat and email. Flexible, able to multitask and prioritize reported issues. Provide a high level of customer service to users seeking problem resolution. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided by customers. Walk the customer through the problem solving process. Direct unresolved issues to the next level of support personnel. Provide accurate information on IT products or services. Record events and problems and their resolution in internal ticketing systems. Follow-up and update customer status and information. Pass on any feedback or suggestions by customers to the appropriate internal team. Logistics responsibilities include providing overall management in daily administration asset distribution setup and shipping receiving.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance in person at walkup support locations over the phone remote connection software chat and email. Flexible, able to multitask and prioritize reported issues. Provide a high level of customer service to users seeking problem resolution. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided by customers. Walk the customer through the problem solving process. Direct unresolved issues to the next level of support personnel. Provide accurate information on IT products or services. Record events and problems and their resolution in internal ticketing systems. Follow-up and update customer status and information. Pass on any feedback or suggestions by customers to the appropriate internal team. Logistics responsibilities include providing overall management in daily administration asset distribution setup and shipping receiving.
• Inventory of storage spaces stocking and maintenance of IT vending machines. Level 1 video conferencing support including troubleshooting of video conferencing equipment and inspection of video conferencing spaces and technical support of event spaces and events.
• Proficient in end-user network troubleshooting tools and practices. Proven experience as a help desk technician or IT support technician. Strong understanding and troubleshooting resolution skills of computer systems mobile devices and other tech products including mobile device management MDM iOS Android Mac Windows and Linux operating systems.
• Ability to diagnose and resolve basic to moderately complex end-user technical issues. Proficiency in English excellent task management verbal and written communication skills. Customer-oriented technical professional. Technical support professional with 3 to 5 years' experience in the IT technical support field focused on end-user support.

What We Offer

• The chance to work with impact. Here, you're empowered to bring your biggest thinking to help our company and clients improve everyday life.
• Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
• The opportunity to thrive on a high caliber team with heart. We celebrate each other's experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
• A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
• Flexible health and financial benefits to support you and your eligible dependents —from day one.
• True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.

About Us

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 is consistently listed among the most admired companies in the world.

Other Employment-Related Information

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.