Servicedesk Engineer (Fresher not applicable)
- Cognizant
- 0 - 1 years
- Chennai
- 6 days ago
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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 ma*******2@co******t.com
(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
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information Security,
Role Category: IT Infrastructure Services
Role: IT Infrastructure Services - Other
Employement Type: Freshers
Contact Details:
Company: CognizantLocation(s): Chennai
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Keyskills: Excellent Communication Troubleshooting Skills Servicedesk Ticketing Helpdesk
Fraud Alert to job seekers!
₹ 50,000-2.75 Lacs P.A
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