Service Desk Team Lead

We’re hiring!

At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant!

We have an exciting opportunity for an exceptional individual to work supporting one of our clients as a Support Agent Lead

Responsibilities:

· Responsible for attending customer phone calls and tickets.

· Register all service requests within the Help Desk offer, specifically the ones assigned to his/her responsibility.

· Restoring issues as possible

· Solve the service requests within their domain or support group.

· Inform the Client about the services that are not provided by the Help Desk

· Register and classify correctly the service request fields in ticketing tool.

· Assign priorities to the service requests and verify the ones with Urgent / High priority with the Supervisor in order to take immediate actions.

· Document all the solutions in a comprehensible language for the Client.

· Verify the existence of scripts to solve service requests and generate script proposals when they do not exist.

· Transfer calls to the correct support group when the Client has called the incorrect group.

· Solve the service requests assigned by other Agent / Support Group that are within his domain and in the Help Desk service catalog.

· Close the solved service requests and notify the Client about the solution.

· Assure Customer satisfaction regarding the solution offered.

· Provide daily follow-up to open service requests that have not been closed.

Required Skills:

· 2-3 years of experience in Windows Front-End Environment (Win10, Win11)

· 2-3 years of Knowledge with Ticketing System Tool (i.e. Remedy, HP Service Manager, Service Now, etc.)

· 2-3 years of knowledge with ITIL Framework (Incident Management, Request Fulfillment and problem management)

· 2-3 years of experience with Office Package (Outlook, Excel, Word, etc.)

· 1-2 years of experience providing L1 Network support.

· 2-3 years Knowledge with PC Hardware Structure Devices

· High capacity to analyze and synthetize

· 1-2 years of experience leading teams.

· 2-3 years of experience providing Customer Care support

· Advanced Customer Experience Oriented

· Strong communication skills

· 4-6 year of knowledge with Service Desk SLA

· Basic Skills building and presenting business reviews

Background and Certifications:

· At least 3 years of experience providing IT support by phone or on site

· Good experience providing support in English language

· Experience leading a support team preferable

· -6 years of experience providing IT support by phone or on site

· Strong experience providing support in English language

· Experience leading a support team preferable

· Certification in ITIL V3 Foundations

Activities to Perform:

· Responsible for attending customer phone calls and tickets.

· Register all service requests within the Help Desk offer, specifically the ones assigned to his/her responsibility.

· Restoring issues as possible

· Solve the service requests within their domain or support group.

· Inform the Client about the services that are not provided by the Help Desk

· Register and classify correctly the service request fields in ticketing tool.

· Assign priorities to the service requests and verify the ones with Urgent / High priority with the Supervisor in order to take immediate actions.

· Document all the solutions in a comprehensible language for the Client.

· Verify the existence of scripts to solve service requests and generate script proposals when they do not exist.

· Transfer calls to the correct support group when the Client has called the incorrect group.

· Solve the service requests assigned by other Agent / Support Group that are within his domain and in the Help Desk service catalog.

· Close the solved service requests and notify the Client about the solution.

· Assure Customer satisfaction regarding the solution offered.

· Provide daily follow-up to open service requests that have not been closed.

Why Cognizant?

Improve your career in one of the largest and fastest growing IT services providers worldwide

Receive ongoing support and funding with training and development plans

Have a highly competitive benefits and salary package

Get the opportunity to work for leading global companies

We are committed to respecting human rights and build a better future by helping your minds and the environment

We invest in people and their wellbeing.

We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.

Igualdad de Empleo y Política de Acción Afirmativa:

Cognizant es un empleador que ofrece igualdad de oportunidades. Todos los solicitantes calificados recibirán consideración para el empleo sin distinción de sexo, identidad de género, orientación sexual, raza, color, religión, origen nacional, discapacidad, estado de veterano protegido, edad o cualquier otra característica protegida por la ley.

At Cognizant we believe than our culture make us stronger!

Join us now!

#BeCognizant #IntuitionEngineered

Location: México, MX

Posted Date: 10/22/2024