Associate

We are seeking a highly skilled Technical Lead with 6 to 8 years of experience in Service Desk App Support. The ideal candidate will excel in a hybrid work model and will be responsible for overseeing technical support operations during day shifts. This role does not require travel and focuses on ensuring seamless app support and service desk operations.

Responsibilities

Lead the technical support team in providing exceptional service desk and app support.

Oversee the daily operations of the service desk to ensure timely and effective resolution of technical issues.

Provide expert guidance and support to team members on complex technical problems.

Ensure adherence to service level agreements and maintain high standards of customer satisfaction.

Develop and implement best practices for service desk operations and app support.

Monitor and analyze performance metrics to identify areas for improvement.

Collaborate with other departments to ensure seamless integration of app support services.

Manage escalations and ensure prompt resolution of critical issues.

Conduct regular training sessions to enhance the technical skills of the support team.

Maintain up-to-date knowledge of industry trends and advancements in app support technologies.

Develop and maintain documentation for processes procedures and troubleshooting guides.

Participate in the recruitment and onboarding of new team members.

Ensure compliance with company policies and regulatory requirements.

Qualifications

Possess a strong background in service desk and app support with at least 6 years of experience.

Demonstrate excellent problem-solving and analytical skills.

Exhibit strong leadership and team management abilities.

Have a deep understanding of service level agreements and performance metrics.

Show proficiency in developing and implementing best practices for technical support.

Display excellent communication and interpersonal skills.

Maintain up-to-date knowledge of industry trends and advancements in app support technologies.

Be capable of managing escalations and resolving critical issues promptly.

Have experience in conducting training sessions and enhancing team skills.

Be proficient in creating and maintaining documentation for processes and procedures.

Demonstrate the ability to collaborate effectively with other departments.

Show a commitment to maintaining high standards of customer satisfaction.

Ensure compliance with company policies and regulatory requirements.

Certifications Required

ITIL Foundation Certification CompTIA A+ Certification

The Cognizant community
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 350, 000 associates around the world.
• We don t just dream of a better way - we make it happen.
• We take care of our people, clients, company, communities and climate by doing what s right.
• We foster an innovative environment where you can build the career path that s right for you.

About us
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U. S. , Cognizant (a member of the NASDAQ-100 and one of Forbes World s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www. cognizant. com

Our commitment to diversity and inclusion
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.

If you have a disability that requires reasonable accommodation to search for CareersNA2@cognizant. com with your request and contact information.

Disclaimer