Support Team Lead
2 months ago
Excellent opportunity for Service Desk Lead to be part of our Infrastructure services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data Centres, End User Computing, Service Desk, Network Services and Environment Management Services.
As a Service Desk Shift Lead, you will be part of a Global Service Desk providing 24/7/365 support.
To Monitor service levels and dashboards proactively to ensure timely resolution of tickets in line with SLAs.
Identify trends in tickets and swiftly action in accordance with policy and procedure.
Understand the financial impact of team activities.
To Monitor performance against standards and expectations.
To Perform regular audits in accordance with policy and procedure.
Good experience in a Service Desk role with leadership or supervisory responsibilities.
Proven ability to train, mentor, and support team members.
Competent in risk mitigation and issue resolution.
Strong knowledge of IT service management (ITSM) principles, processes, and tools.
You will be joining a network of some of the most creative, innovative, and dedicated people in the industry with ample opportunities to learn and develop your career.
Cognizant is an equal opportunities employer, and we welcome all applications regardless of race, colour, gender, ethnic origin, nationality, religion or beliefs, disability, age, sexual orientation, political opinions, or trade union membership.
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