Deskripsi Pekerjaan
Are you a tech-savvy professional looking to kickstart your career with a global leader? Cognizant is seeking a dedicated IT Service Desk (ITSD) Analyst to join our expanding team in Pangasinan. In this role, you will be the first point of contact for our retail account clients, ensuring seamless operations and delivering high-quality technical support.
Cognizant is a global powerhouse, serving diverse industries with innovative solutions. We pride ourselves on cultivating talent and providing a professional environment where you can grow, learn, and contribute to cutting-edge projects. If you are passionate about troubleshooting, customer excellence, and IT infrastructure, we want to hear from you.
Tanggung Jawab
- Provide first-level technical support for retail account users via phone, email, and chat.
- Troubleshoot hardware, software, network connectivity, and peripheral issues in a timely manner.
- Document all incoming tickets accurately in the ITSM tool, ensuring detailed notes and resolution steps.
- Escalate complex technical issues to L2 or L3 support teams following established protocols.
- Perform user account management, including password resets and access provisioning.
- Maintain high levels of customer satisfaction by providing clear, professional, and empathetic communication.
- Adhere to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) set by the project.
Kualifikasi
- Graduate of any 4-year degree, preferably in Information Technology, Computer Science, or related fields.
- Minimum of 1 year of experience in a Service Desk or Help Desk environment is highly preferred.
- Strong understanding of Windows OS, MS Office 365, and basic network troubleshooting (TCP/IP, VPN).
- Excellent communication skills in English, both verbal and written.
- Demonstrated ability to multitask and thrive in a fast-paced retail support environment.
- Willingness to work on shifting schedules, including weekends and holidays.
- Analytical mindset with a strong drive for problem-solving and continuous improvement.