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Technical Support Specialist

3 months ago

Miles Platting Greater Manchester, United Kingdom Cognizant Full time

Exciting Opportunity for a Technical Support Specialist

Join our Infrastructure Services team at Cognizant, where we deliver comprehensive IT infrastructure and cloud solutions to a diverse range of clients across various sectors. Our services encompass Consulting, Professional, and Managed Services, focusing on Enterprise Computing, Cloud Solutions, Security, DevOps, Data Centers, End User Support, Service Desk, Network Management, and Environmental Services.

Key Responsibilities:

  • Serve as the primary point of contact for all incoming inquiries via calls, emails, live chat, and self-service portals related to IT challenges and requests.
  • Provide first-line support by diagnosing and resolving IT-related issues for core systems, ensuring that all incidents are recorded with the necessary details.
  • Maintain accurate logs of all communications and manage them within the service management system, adhering to established Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
  • Achieve or surpass defined quality and performance benchmarks for the IT Service Desk.
  • Engage in project work as needed.

Required Experience:

  • Proficiency in supporting document management systems.
  • Experience with remote work solutions.
  • Extensive knowledge of Microsoft applications, including Outlook and Teams.
  • Familiarity with ServiceNow.
  • Background in customer service or IT Service Desk roles.
  • A broad understanding and enthusiasm for IT.
  • ITIL Certification or relevant experience.
  • Experience in supporting mobile devices and Windows operating systems.
  • Prior experience in a large professional services environment.

At Cognizant, you will collaborate with a network of innovative and dedicated professionals, with numerous opportunities for personal and professional growth.

Cognizant is committed to fostering an inclusive workplace and welcomes applications from all individuals, regardless of their background or identity.