Deskripsi Pekerjaan
About Cognizant:
Cognizant (NASDAQ: CTSH) 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 is a Fortune 500 company and is consistently listed among the most admired companies in the world.
Job Summary:
We are seeking a dedicated and skilled IT Service Desk (ITSD) Analyst to support our premier Retail account from our Pangasinan hub. In this role, you will be at the frontline of our IT operations, delivering high-quality remote technical support to retail store managers, corporate employees, and business partners. Your primary focus will be on resolving incidents efficiently and managing service requests with a high degree of customer satisfaction.
What You'll Do:
This isn't just a help desk job; it's a chance to build a career in a global tech environment. You'll work with modern ticketing systems, troubleshoot a wide array of devices (POS systems, laptops, printers), and collaborate with global teams. Cognizant provides extensive training on the latest technologies and processes specific to the Retail industry. You will play a key role in ensuring business continuity and system availability for our client, a major global retailer.
Why Join Cognizant in Pangasinan?
We are investing heavily in the Philippines and offer excellent career progression, competitive compensation packages, comprehensive health benefits, and a supportive work environment that fosters learning and development. Night differential, shift premiums, and performance bonuses are part of our commitment to our team members. Become a Cognizant associate and build the career you deserve.
Tanggung Jawab
- Serve as the first point of contact for end-users seeking technical assistance via phone, email, or chat.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Walk customers through step-by-step solutions and provide clear instructions.
- Direct unresolved issues to the next level of support personnel.
- Record events and problems and their resolution in the ticketing system (ServiceNow, Remedy, etc.).
- Identify and suggest possible improvements on procedures and processes.
- Provide support for hardware (laptops, printers, POS terminals) and software (MS Office, retail applications, Active Directory).
Kualifikasi
- Bachelor's Degree in Information Technology, Computer Science, or any related field (candidates with relevant experience are also strongly encouraged to apply).
- At least 6 months to 1 year of experience in an IT Service Desk, Help Desk, or Technical Support role.
- Strong knowledge of Microsoft Windows OS, Office 365, and Active Directory user management.
- Excellent verbal and written communication skills in English (Filipino language is a plus for local support).
- Willingness to work in a shifting schedule, including weekends, holidays, and night shifts.
- Ability to work independently and as part of a team in a fast-paced environment.
- Fresh graduates who are eager to learn and have a strong customer service orientation are welcome to apply.
- ITIL Foundation certification is an advantage.