First Line Support Specialist

4 days ago

Manchester, United Kingdom Cognizant Full time
Job Summary

We are 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 customer support and ensuring the smooth operation of our IT infrastructure.

Key Responsibilities
  • Provide first-line support to customers across the firm, including troubleshooting IT-related issues and ensuring prompt resolution.
  • Act as a single point of contact for all incoming calls, emails, and live chat requests, providing timely and effective support.
  • Log and manage incidents and requests within our service management system, adhering to agreed SLAs and OLAs.
  • Keep customers informed on the status of outstanding tickets and communicate progress in a timely manner.
  • Take ownership of problems and follow up on their status, ensuring timely resolution.
  • 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.
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.

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