Service Desk Technician

Location : Poughkeepsie - NY ( 100% onsite )

Job Summary

We are seeking a highly skilled Systems Engineer with 6 to 8 years of experience to join our team. The ideal candidate will have expertise in Service Desk and Service Desk - UAM. This role requires working from the office during day shifts. The candidate should possess strong English language skills in reading writing and speaking.

Primary skills :-

Service Now IT Portal and its Knowledge Management Module for Self Help and access to trouble ticket status, answers to frequently asked questions (FAQ), password reset functionality, and the ability to open Incident tickets and Service Requests.

Act as Point of contact to manage incidents, service requests and problems across the TIS organization.

Provide end-user administration support (password resets and account unlocks) for the following the in-scope applications and approved domains

Maintain the Knowledge Base and jointly work with Client to identify key information to be populated into the Knowledge Base.

Provide technical assistance with in scope operating systems and applications, systems configuration as well as hardware diagnostics.

Remote Support Assistance Routing of calls to Tier 2 or Tier 3 groups

Established resource pool to mitigate peeks and SLA requirements

Match the incident to the knowledge base if available Manage first contact with End Users

Troubleshoot the incident within Supplier’s in-scope and/or route the incident to appropriate supporting group

Provide information on business events and/or IT events on shared web based platform (like SharePoint or ITSM ticketing system)

Responsibilities

Provide technical support and troubleshooting for Service Desk and Service Desk UAM systems. Oversee the daily operations of the Service Desk ensuring timely resolution of issues. Collaborate with team members to identify and implement process improvements. Monitor system performance and ensure optimal functionality. Develop and maintain documentation for system configurations and procedures. Assist in the deployment and maintenance of software and hardware systems. Ensure compliance with company policies and industry regulations. Conduct regular system audits and generate reports for management review. Train and mentor junior team members on best practices and procedures. Coordinate with other departments to ensure seamless integration of systems. Participate in project planning and execution to meet organizational goals. Provide exceptional customer service and support to end-users. Stay updated with the latest industry trends and technologies to enhance system performance.

Qualifications

Possess a minimum of 6 years of experience in Service Desk and Service Desk UAM. Demonstrate strong problem-solving and analytical skills. Exhibit excellent communication skills in English both written and spoken. Show proficiency in system monitoring and performance optimization. Have experience in creating and maintaining technical documentation. Display the ability to work collaboratively in a team environment. Possess a strong understanding of industry regulations and compliance requirements.

Certifications Required

ITIL Foundation Certification CompTIA A+ Certification

Salary and Other Compensation:

Applications will be accepted until 2/8/2025

The Salary for this position will be 50,000 to 68,000 yearly depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

Medical/Dental/Vision/Life Insurance Paid holidays plus Paid Time Off 401(k) plan and contributions Long-term/Short-term Disability Paid Parental Leave Employee Stock Purchase Plan

Disclaimer: The compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

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 300,000 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.

Disclaimer: 
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.