1St Line It Support Analyst

2 days ago

Manchester, United Kingdom Cognizant Full time

Excellent opportunity for Service Desk Analyst 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.
Responsible for providing first line support to customers across the firm and in some cases this may include supporting the firm's clients, directly or indirectly.
Their primary focus will be to ensure all queries are answered promptly, requests and incidents are dealt with appropriately and all calls are adequately logged within the firm's service management system.
The role is expected to work as part of a team, flexibly, in a rotating 24x7 shift pattern.
~ Act as a single point of contact for all incoming calls, emails, live chat and self-service portal from customers regarding IT issues and queries; ~1st line support - troubleshooting IT relating problems for the firm's core systems ensuring issues are logged with the required information; ~ Ensure all calls and emails are logged and managed within the firm's service management system in accordance to the agreed SLAs and OLAs; ~ Meet or exceed defined quality and performance targets for IT Service Desk; ~ Project work as required 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.
A broad knowledge and interest in IT.
ITIL Certification or relevant experience; Experience of supporting IOS mobile devices, Intune; Experience of supporting Windows 10, MS Office 2016 applications, Office 365; Experience of working at a large law firm, professional services firm or investment bank.
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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