Job Description

About The Group

Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment.

EEO Statement & Accommodations

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. If you have a disability that requires a reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Role: Service Desk

Location: Houston, Texas

Job Summary

• Lead the technical team in running and resolving incidents efficiently. Be responsible for the Service Desk operations to ensure timely and effective support. Provide expert guidance on the use of ServiceNow for incident tracking and resolution. Ensure the stability and reliability of Windows-based end user machines.
• Good experience in IT helpdesk operations to enable maximum call resolution by SD / IT Helpdesk agent reducing overall hops and MTTR
• Solid experience in handling calls through Five 9 tools, good in pulling reports, agents supervision.
• Experience in handling ServiceNow ticketing tools, managing reporting and doing proactive analysis for backlog/ aging etc.
• Implement standard processes for Incident Management to minimize downtime. Collaborate with multi-functional teams to improve service delivery.
• Monitor system performance and proactively address potential issues. Develop and maintain documentation for technical processes and procedures. Train and mentor junior team members to build a deep technical team.
• Conduct regular reviews of incident reports to identify trends and areas for improvement. Coordinate with the team to ensure alignment of IT services with business needs. Drive continuous improvement to improve the efficiency of IT operations. Ensure compliance with interpersonal policies and industry standards.
  
  

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. Eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Disclaimer: The hourly rate, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time.

Job Tags

Hourly pay, Full time, Temporary work, Holiday work,

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