Deskripsi Pekerjaan
Are you a tech-savvy professional looking to kickstart your career with a global leader? Cognizant is looking for a dedicated IT Helpdesk (ITHD) professional to join our dynamic team in Cebu City. In this role, you will be the first point of contact for our internal and external clients, providing critical technical support and ensuring seamless business operations.
At Cognizant, we pride ourselves on fostering an environment of innovation, continuous learning, and career growth. As a member of our IT support team, you will resolve technical inquiries, manage hardware/software requests, and contribute to the high standards of service that our global clients expect. If you are passionate about troubleshooting, customer satisfaction, and working in a fast-paced global environment, we want to hear from you.
Tanggung Jawab
- Provide first-level technical support for hardware, software, and network connectivity issues via phone, email, and chat.
- Document and track all incoming requests using the company's designated ticketing system, ensuring accurate logs and timely resolutions.
- Configure, deploy, and troubleshoot end-user computing devices, including laptops, desktops, and peripherals.
- Escalate complex technical issues to the appropriate L2/L3 engineering teams with detailed troubleshooting notes.
- Guide users through step-by-step solutions for password resets, software installations, and VPN access configurations.
- Monitor system performance and escalate potential outages or security incidents immediately.
- Maintain high levels of customer satisfaction by providing professional, clear, and concise technical communication.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum 1-2 years of experience in an IT Helpdesk or Technical Support environment.
- Strong understanding of Windows/macOS operating systems and common office productivity suites (MS Office, O365).
- Basic knowledge of networking concepts such as TCP/IP, DNS, DHCP, and VPN troubleshooting.
- Excellent verbal and written English communication skills.
- Proven ability to handle high-pressure situations and meet strict Service Level Agreements (SLAs).
- Customer-centric mindset with strong analytical and problem-solving capabilities.
- Willingness to work in shifting schedules, including weekends or holidays as required.