Service Desk

Cognizant is always looking for top talent. We are searching for candidates to fill future needs within the business. This job posting represents potential future employment opportunities with Cognizant. Although the position is not currently available, we want to provide you with the opportunity to express your interest in future employment opportunities with Cognizant. If a job opportunity that you may be qualified for becomes available in the future, we will notify you. At that time you can determine whether you would like to apply for the specific open position. Thank you for your interest in Cognizant career opportunities.

We’re hiring!

At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant!

We have an exciting opportunity for an exceptional individual to work supporting one of our clients as a Service Desk

Objectives of this role

· Handle inbound calls in a timely manner

· Follow communication scripts and use knowledge of the company’s products and services to go off-script when necessary

· Identify customer needs, research issues, resolve complaints, and provide solutions

· Maintain ownership of calls throughout the lifecycle of a caller’s request.

Responsibilities

· Memorize scripts for products and services, and refer to them during calls

· Build positive relationships by going above and beyond with customer service, ensuring that all questions and confirmations are handled appropriately

· Meet daily qualitative and quantitative targets for yourself and achieve all objectives for service, productivity, and quality

· Create and maintain record of daily contacts in the ticketing system.

· Resolve incidents, requests and queries from end users through the use of Knowledge articles

Required skills and qualifications

· Experience working in an IT Service Desk environment.

· Strong active-listening and verbal-communication skills

· Ability to multitask and manage time effectively

· Willingness to learn fast IT support

· Work on a hybrid model (1 month in office – 1 month at home)

· Great customer experience skills.