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) Specialist to support our high-growth Retail Account in Pangasinan. In this role, you will be the first point of contact for our retail partners, ensuring seamless technical operations and providing world-class support for enterprise-level retail systems.
Cognizant is a global powerhouse, serving diverse industries with innovative solutions. We pride ourselves on cultivating a collaborative environment where talent is nurtured and technical excellence is rewarded. As part of our Pangasinan team, you will handle incident management, troubleshoot complex IT issues, and play a pivotal role in maintaining the retail infrastructure that powers businesses worldwide.
If you are passionate about customer experience, have a strong aptitude for troubleshooting, and thrive in a fast-paced environment, we want to hear from you. Join us and be at the forefront of digital transformation.
Tanggung Jawab
- Serve as the primary technical point of contact for retail clients via phone, email, and ticketing systems.
- Diagnose and resolve hardware, software, and network connectivity issues within established SLAs.
- Manage end-to-end incident lifecycles, ensuring timely documentation and escalation of complex issues.
- Provide support for Point-of-Sale (POS) systems and related retail peripheral equipment.
- Maintain and update knowledge base articles to foster team-wide technical excellence.
- Monitor system performance and escalate critical outages to Level 2/3 support teams.
- Ensure compliance with company security policies and data privacy protocols.
- Deliver exceptional service quality to maintain high customer satisfaction scores (CSAT).
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
- At least 1 year of experience in an IT Help Desk or Service Desk environment, preferably supporting retail accounts.
- Proficiency in Windows OS, Active Directory, and common enterprise ticketing systems (e.g., ServiceNow, Jira).
- Strong analytical and troubleshooting skills with a knack for logical problem-solving.
- Excellent verbal and written communication skills in English.
- Ability to work in shifting schedules, including weekends and holidays.
- Demonstrated ability to remain calm and professional under pressure.
- Fresh graduates with strong technical aptitude and passion for IT support are encouraged to apply.