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Service Desk Team Lead
hace 2 meses
We're seeking a skilled Service Desk Team Lead to join our team at Cognizant. As a key member of our support team, you will be responsible for providing exceptional customer service and technical support to our clients. Your expertise will be crucial in resolving complex technical issues and ensuring seamless service delivery.
Key Responsibilities:
- Attend to customer phone calls and tickets, registering all service requests within the Help Desk system.
- Restore issues as possible and solve service requests within your domain or support group.
- Inform clients about services not provided by the Help Desk and register and classify service request fields correctly in the ticketing tool.
- Assign priorities to service requests and verify urgent/high-priority requests with the supervisor for immediate action.
- Document solutions in a comprehensible language for clients and verify the existence of scripts to solve service requests.
- 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 in the Help Desk service catalog.
- Close solved service requests and notify clients about the solution.
- Assure customer satisfaction regarding the solution offered and provide daily follow-up to open service requests.
Requirements:
- 2-3 years of experience in Windows Front-End Environment (Win10, Win years of knowledge with Ticketing System Tool (i.e. Remedy, HP Service Manager, Service Now, etc 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 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.
Why Cognizant?
We offer a dynamic and growing environment where you can improve your career in one of the largest and fastest-growing IT services providers worldwide. You will receive ongoing support and funding with training and development plans, a highly competitive benefits and salary package, and the opportunity to work for leading global companies. We are committed to respecting human rights and building a better future by helping your minds and the environment.
