Service Desk Engineer

Cognizant is Hiring for Service Desk - Hyderabad location

Job Description

If Interested pls fill the form & revert me back - https://forms.office.com/r/Pzt9vRdLpe

please click or past the above link in Chrome/Edge to fill.

Job Title:

General IT Support Technician

1. Key Responsibilities list what the person will be doing on a day to day basis:

% of time

○ Serve as the first point of contact for customers seeking technical assistance at walkup support locations, over the phone, remote connection software, chat, and email

○ Flexible, able to multitask, and prioritize reported issues

○ Provide a high level of customer service to users seeking problem resolution

○ Perform remote troubleshooting through diagnostic techniques and pertinent questions

○ Determine the best solution based on the issue and details provided by customers

○ Walk the customer through the problem-solving process

○ Direct unresolved issues to the next level of support personnel

○ Provide accurate information on IT products or services

○ Record events and problems and their resolution in internal ticketing systems

○ Follow-up and update customer status and information

○ Pass on any feedback or suggestions by customers to the appropriate internal team

○ Understanding of end-user network troubleshooting tools and practices

Essential Skills:

○ Proven experience as a help desk technician or IT support technician

○ Good understanding and troubleshooting resolution skills of computer systems, mobile devices and other tech products including mobile device management (MDM), iOS/ Android, Mac, Windows

○ Ability to diagnose and resolve basic end-user technical issues

○ Proficiency in English, excellent task management, verbal, and written communication skills

○ Customer-oriented technical professional

○ Technical support professional with good amount of years of experience in the IT technical support field focused on end-user support