Service Desk Team Lead

hace 5 días

Guadalajara, Jalisco, México Cognizant A tiempo completo
About the Role

We are seeking an exceptional Service Desk Team Lead to join our team at Cognizant. As a key member of our IT support team, you will be responsible for providing top-notch technical support to our clients.

Key Responsibilities
  • Attend to customer phone calls and tickets in a timely and professional manner.
  • Register all service requests within the Help Desk offer, specifically those assigned to your responsibility.
  • Restore issues as possible and solve service requests within your domain or support group.
  • Inform clients about services not provided by the Help Desk.
  • Register and classify service request fields correctly in the ticketing tool.
  • Assign priorities to service requests and verify urgent/high-priority requests with your supervisor.
  • Document solutions in a clear and comprehensible language for clients.
  • Verify the existence of scripts to solve service requests and generate script proposals when necessary.
  • Transfer calls to the correct support group when clients have called the incorrect group.
  • Solve service requests assigned by other agents/support groups within your domain and service catalog.
  • Close solved service requests and notify clients about the solution.
  • Assure customer satisfaction regarding the solution offered.
  • Provide daily follow-up to open service requests that have not been closed.
Requirements
  • 2-3 years of experience in Windows Front-End Environment (Win10, Win11).
  • 2-3 years of knowledge with Ticketing System Tool (i.e. Remedy, HP Service Manager, Service Now, etc.).
  • 2-3 years of knowledge with ITIL Framework (Incident Management, Request Fulfillment, and Problem Management).
  • 2-3 years of experience with Office Package (Outlook, Excel, Word, etc.).
  • 1-2 years of experience providing L1 Network support.
  • 2-3 years of knowledge with PC Hardware Structure Devices.
  • High capacity to analyze and synthesize.
  • 1-2 years of experience leading teams.
  • 2-3 years of experience providing Customer Care support.
  • Advanced Customer Experience Oriented.
  • Strong communication skills.
  • 4-6 years of knowledge with Service Desk SLA.
  • Basic Skills building and presenting business reviews.
Background and Certifications
  • At least 3 years of experience providing IT support by phone or on site.
  • Good experience providing support in English language.
  • Experience leading a support team preferable.
Why Cognizant?

We offer a dynamic and growing environment where you can contribute new ideas and experience career growth and development opportunities. Our inclusive culture values different perspectives and promotes an ideal work-life balance. We are committed to respecting human rights and building a better future by helping minds and the environment.

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