Service Desk Analyst

2 weeks ago

Manchester England United Kingdom Cognizant Full time

Excellent opportunity for Service Desk Engineer 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.

Key Responsibilities and Deliverables

  • 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;
  • Keep customers updated on outstanding tickets;
  • Take ownership of problems and follow up the status of problems on behalf of the customer and communicate progress in a timely manner;
  • Meet or exceed defined quality and performance targets for IT Service Desk;
  • Take responsibility for calls and see them through to completion;
  • Assign incidents and requests to appropriate 2nd/ 3rd line teams after all troubleshooting steps have been exhausted;
  • Proactively pick up on trends from calls logged;
  • Update documentation and knowledge base articles as and when required;
  • Project work as required.

Key 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;
  • Ability to maintain composure in a pressurised, fast-paced environment;
  • Ability to understand business needs and prioritise issues accordingly;
  • Ability to take ownership of and manage issues to resolution;
  • 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;
  • Advanced knowledge of Active Directory;
  • Experience of working at a large law firm, professional services firm or investment bank.

At Cognizant you will experience an exciting mix of innovation by design, creativity, collaboration, and efficiency within a framework of stimulating objectives and a passion for delivering the best to our customers.

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.

Our Associates are chosen for their attitude, skills, knowledge, and enthusiasm but above all, their belief that anything is possible.

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.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting

#J-18808-Ljbffr

  • Service Desk Analyst

    1 week ago

    Manchester, England, United Kingdom ENGINEERINGUK Full time

    You will need to login before you can apply for a job.Service Desk Analyst (FCSF44)Contract: Fixed Term until 31 December 2025, working 35 hours per week (Arts Council also recognises the benefit of flexible working as a valued part of the way we work, and welcome applications from individuals who require flexibility)Salary: £27,401 (pro rata) per annum...

  • Service Desk Analyst

    4 days ago

    Manchester, England, United Kingdom Arts Council Full time

    Contract: Fixed Term until 31 December 2025, working 35 hours per week (Arts Council also recognises the benefit of flexible working as a valued part of the way we work, and welcome applications from individuals who require flexibility)Salary: £27,401 (pro rata) per annum plus benefits including a final salary pension scheme, generous annual leave, and...

  • Service Desk Analyst

    3 hours ago

    essex, england, United Kingdom Saffron Building Society Full time

    Join Our Team at Saffron Building Society as a Service Desk AnalystAre you a tech-savvy problem solver with a passion for providing exceptional customer service? Saffron Building Society is looking for a dedicated Service Desk Analyst to join our enthusiastic team. This is an exciting opportunity to contribute to a community-focused organisation while...

  • Service Desk Analyst

    7 days ago

    Manchester, United Kingdom Charles Simon Associates Ltd Full time

    **Service Desk Analyst - (Service Desk, Server, Windows, O365, AD, Active Directory, Office 365 Patching, DNS, DHCP, Ticketing, ITIL) - Permanent - Manchester** Charles Simon Associates are currently looking for a Service Desk Analyst on a permanent basis for a fast growing UK wide organisation based in Manchester. **Location**: Manchester **Salary**: Up...

  • Service Desk Analyst

    11 hours ago

    Manchester, United Kingdom Charles Simon Associates Ltd Full time

    **Service Desk Analyst - (Service Desk, Windows, O365, AD, Active Directory, Office 365 Patching, DNS, DHCP, Ticketing, ITIL) - Permanent - Manchester** Charles Simon Associates are currently looking for a Service Desk Analyst on a permanent basis for a fast growing UK wide organisation based in Manchester **Location**: Manchester **Salary**: Up to...

  • Service Desk Analyst

    5 days ago

    Uxbridge, England, United Kingdom JATO Dynamics Ltd Full time

    About us:JATO Dynamics is a global company and the leading provider of automotive market intelligence. With an insight into over 50 overseas markets, we deliver the world's most complete, accurate and up-to-date automotive data and insights, creating significant competitive advantage to our customers.Role Overview:Join us as a Service Desk Analyst (End User...

  • Service Desk Analyst

    1 week ago

    Manchester, United Kingdom Owen Daniels Consultancy Full time

    **ROLE - IT Service Desk Analyst** **LOCATION - Manchester** **SALARY - £30,000 - £35,000** **PERMANENT** We have partnered with a global consumables manufacturing company based in Manchester who are going through a period of growth right now and are hiring for an IT Service Desk Analyst on a full-time, permanent basis. This IT Service Desk Analyst will be...

  • Service Desk Analyst

    2 weeks ago

    Manchester, United Kingdom James Adams Recruitment Full time

    Service Desk Analyst Up to £25,000 Manchester James Adams is seeking a number of Service Desk Analyst to join a market leading gaming organisation based in Manchester. They are looking for someone to come and join their growing service desk team The role itself will be fast paced, challenging, and a fantastic opportunity to start or progress your...

  • IT Service Desk Analyst

    7 days ago

    Manchester, United Kingdom Picture More Full time

    **IT Service Desk Analyst** Are you a self-motivated, hard-working, and organised IT Service Desk Analyst who is looking for more responsibility and autonomy? We are currently working with a top law firm based in Manchester who is seeking an enthusiastic IT Service Desk Analyst. It's not just about technical knowledge. This role is a chance to use your...

  • Service Desk Analyst

    2 weeks ago

    Manchester, United Kingdom Hays Specialist Recruitment Limited Full time

    Leading UK Law Firm - Service Desk Analyst - Wigan with Hybrid working to £23,000! **Prestigious opportunity with a Leading UK Law firm for a Service Desk Analyst based in Wigan with hybrid working.** **As one of our Service Desk Analysts you will be responsible for: - ** - Setting up and configuring new laptops and desktops as required - Provide initial...

  • IT Service Desk Analyst

    2 weeks ago

    Manchester, United Kingdom Hays Specialist Recruitment Limited Full time

    IT Service Desk Analyst - Award winning MSP - Manchester to £28,000! **Prestigious opportunity with an award winning, IT services and technology company for an IT Service Desk Analyst. Providing a range of IT support and Microsoft-centric, business software and cloud solutions, we are growing, ambitious and hard working.** **As one of our IT Service Desk...

  • IT Service Desk Analyst

    5 days ago

    Manchester, United Kingdom Picture More Full time

    **Are you an IT Service Desk Analyst looking for a new challenge?** We are currently working with a top law firm based in Manchester who are seeking an enthusiastic IT Service Desk Analyst. The role will involve working a set shift of 3pm-11pm Monday to Friday, meaning you’ll have lots of free time during the day to do otherthings! **Your...

  • IT Service Desk Analyst

    1 week ago

    Manchester, United Kingdom Chassam Recruitment Full time

    IT Service Desk Analyst Are you an IT Service Desk Engineer looking for a new and challenging position? If so I have the perfect position for you! The role will involve providing operational support both over the phone and face to face for the IT service Desk! Skills Needed include: - In Depth knowledge of Windows, Android, Office 365 - Excellent IT...

  • IT Service Desk Analyst

    6 days ago

    Manchester, United Kingdom Hays Specialist Recruitment Limited Full time

    IT Service Desk Analyst - Global Manufacturing Giant - Manchester to £27,000! **Prestigious opportunity with a Global Manufacturing Giant for an IT Service Desk Analyst to join the team! You will be required to: - Act as the first point of call for all incidents and service requests - Provide 1st and 2nd level support to site-based or hybrid working users...

  • IT Service Desk Analyst

    2 days ago

    Manchester, United Kingdom Rendall & Rittner Full time

    Exciting Opportunity Alert Join Rendall & Rittner as an IT Service Desk Analyst.Are you looking for a rewarding challenge? Rendall & Rittner, an acclaimed Residential Leasehold Property Management company, is on the lookout for an IT Service Desk Analyst. This is an incredible career opportunity with a fantastic package.Position: IT Service Desk...

  • Service Desk Analyst- IT Support

    7 days ago

    Manchester, United Kingdom ITECCO Full time

    ??Role: Service Desk Analyst (1st Line) - LEGAL Sector?????? ??Salary: £20,000- £23,000+ benefits ??Location: Manchester City Centre A great opportunity for any First Line Support Engineers ready for their next opportunity... My client within the legal sector are looking for an in house service desk analyst to join their growing tech team on a permanent...

  • Service Desk Analyst

    5 days ago

    Manchester, United Kingdom The Portfolio Group Full time

    **Are you tech savvy and customer focused? Want to work for a fast growing, vibrant company?**BrightHR are recruiting a service desk analyst to help clients having technical difficulties. You must be tech savvy and able to troubleshoot, whilst remaining customer focused. Our clients are at the heart of our business, we want to deliver the bestservice we can...

  • Service Desk Analyst

    2 weeks ago

    Manchester, United Kingdom Addition+ Full time

    This range is provided by Addition+. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Base pay rangeWe are looking for a Service Desk Analyst (24/7 shift pattern on rotation) to join our client, an international consultancy which provides IT consulting and business process outsourcing services for...

  • IT Service Desk Analyst

    6 days ago

    Manchester, United Kingdom Leigh Day Full time

    **IT Service Desk Analyst - Manchester** **Permanent, full time** **Competitive plus benefits** **Role Reference: SDA/BS/AK/NOV22** **About Leigh Day** We are a top 100 law firm committed to claimaInt-only cases, ensuring that individuals have the same access to justice as the UK Government and large corporations. We’re not afraid to take on difficult...

  • Service Desk Analyst

    1 week ago

    Manchester, United Kingdom Arts Council England Full time

    Service Desk Analyst (FCSF44) Contract: Fixed Term until 31 December 2025, working 35 hours per week (Arts Council also recognises the benefit of flexible working as a valued part of the way we work, and welcome applications from individuals who require flexibility) Salary: £27,401 (pro rata) per annum plus benefits including a final salary pension scheme,...