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First Line Support Specialist

1 month ago

Manchester, United Kingdom Cognizant Full time
Job Title: First Line Support Engineer

Cognizant is seeking a highly skilled First Line Support Engineer to join our Infrastructure Services practice. As a key member of our team, you will be responsible for providing exceptional support to our clients and internal stakeholders.

Key Responsibilities:
  • Provide first-line support to customers across the firm, including troubleshooting IT-related issues and ensuring all queries are answered promptly.
  • Act as a single point of contact for all incoming calls, emails, live chat, and self-service portal inquiries.
  • Log and manage all calls and emails within our service management system, adhering to agreed SLAs and OLAs.
  • Keep customers updated on outstanding tickets and take ownership of problems, following up on their status and communicating progress in a timely manner.
  • Meet or exceed defined quality and performance targets for the IT Service Desk.
  • Assign incidents and requests to appropriate 2nd/3rd line teams after all troubleshooting steps have been exhausted.
  • Proactively identify trends from calls logged and update documentation and knowledge base articles as required.
Requirements:
  • Experience with supporting document management systems such as iManage.
  • Experience with supporting remote working (Azure Virtual desktop & Global Protect).
  • Experience with supporting Outlook extensively and other Microsoft apps such as Microsoft Teams.
  • Experience with using ServiceNow.
  • Customer service/IT Service Desk experience.
  • Excellent communication skills.
  • Ability to maintain composure in a pressurized, fast-paced environment.
  • Ability to understand business needs and prioritize issues accordingly.
  • A broad knowledge and interest in IT.
Desirable:
  • ITIL Certification or relevant experience.
  • Experience of supporting IOS mobile devices, Intune.
  • Experience of supporting Windows 10, MS Office 2016 applications, Office 365.
  • Advanced knowledge of Active Directory.
  • Experience of working at a large law firm, professional services firm, or investment bank.

Cognizant is an equal opportunities employer, and we welcome all applications regardless of race, color, gender, ethnic origin, nationality, religion or beliefs, disability, age, sexual orientation, political opinions, or trade union membership.