Service Desk Specialist

hace 3 días


Guadalajara, Jalisco, México Cognizant A tiempo completo

We are looking for a highly skilled Service Desk Specialist to join our team at Cognizant. As a Service Desk Specialist, you will be responsible for providing exceptional customer service and technical support to our clients. Your primary objective will be to ensure that all incidents are resolved efficiently and effectively, adhering to our defined SLAs and KPIs.

Key Responsibilities:

  • Event detection, categorization, responding, and closure
  • Service Request Handling
  • IT Incident categorization, initial triage, escalation, and resolution (within scope) as per the SOPs/runbook
  • Access Request handling
  • Delivery Assurance: Adhere to defined support and quality processes as per the floor management guidelines, Run books & SOPs
  • Delivery Excellence: Focus on enabling quality deliverables and enhancing customer satisfaction
  • Contribution to knowledge management process by updating/creating the knowledge articles
  • Contribute to and participate proactively in knowledge sharing sessions
  • Act as a buddy for new hires

Requirements:

  • 1+ year of experience in bilingual Service desk or Tech Support
  • Knowledge using a ticketing system
  • Advanced Portuguese
  • Advanced English

We offer a competitive benefits and salary package, ongoing support and funding with training and development plans, and the opportunity to work for leading global companies. We are committed to respecting human rights and building a better future by helping minds and the environment. Join us and be part of a dynamic and growing environment where we value different perspectives and provide career growth and development opportunities.



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