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Service Desk Team Lead
hace 2 meses
Cognizant is seeking an exceptional Service Desk Team Lead to join our team. As a key member of our support team, you will be responsible for providing top-notch customer service and technical support to our clients.
Key Responsibilities- Customer Support: Respond to customer inquiries and resolve technical issues in a timely and professional manner.
- Ticket Management: Register and classify service requests, assign priorities, and verify urgent/high-priority tickets with the supervisor.
- Problem Solving: Restore issues, solve service requests within the domain or support group, and document solutions in a clear and concise manner.
- Communication: Inform clients about services not provided by the Help Desk, transfer calls to the correct support group, and close solved service requests.
- Team Leadership: Lead a team of support agents, provide guidance and training, and ensure customer satisfaction.
- Process Improvement: Identify areas for process improvement and implement changes to enhance the customer experience.
- Technical Skills: 2-3 years of experience in Windows Front-End Environment (Win10, Win11), knowledge of Ticketing System Tools (i.e. Remedy, HP Service Manager, Service Now), and ITIL Framework (Incident Management, Request Fulfillment, and Problem Management).
- Soft Skills: High capacity to analyze and synthesize, excellent communication and leadership skills, and ability to work in a fast-paced environment.
- Experience: 2-3 years of experience in IT support, customer service, or a related field, with a strong background in leading teams and providing customer care support.
Cognizant is a leading IT services provider that offers a dynamic and growing environment for career growth and development. We value diversity and inclusion, and we are committed to respecting human rights and building a better future.
We invest in our people and their well-being, and we create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity, or expression.
