Service Desk Engineer
- Cognizant
- 1 - 4 years
- Coimbatore
- 9 days ago
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Job Description
JD for Service Desk Engineer (NonVoice)
Key Responsibilities
- Incident & Request Management
- Log, categorize, and prioritize incidents/service requests in ServiceNow or similar ITSM tools.
- Provide firstline support for Windows, macOS, O365, VPN, and mobile devices.
- Reset passwords, unlock accounts, and manage user access requests.
- NonVoice Support
- Handle IT issues via email and chat channels.
- Provide clear written communication and troubleshooting steps.
- Escalate unresolved issues to higher support tiers.
- Knowledge Base & Documentation
- Maintain and update knowledge base articles.
- Document resolutions and troubleshooting guides for recurring issues.
- Monitoring & Reporting
- Track SLA compliance and ticket resolution times.
- Generate reports for incident trends and recurring problems.
- Collaboration
- Work closely with voicebased service desk teams and engineering teams.
- Support global clients across different time zones.
Required Skills
- Primary Skills
- Strong written communication (email/chat).
- Service Desk operations (ticketing, escalation, SLA adherence).
- Knowledge of Windows, macOS, O365, VPN, and basic networking.
- Secondary Skills
- Familiarity with ITIL processes (Incident, Problem, Change).
- Exposure to monitoring tools and remote desktop support.
- Customer service orientation and empathy.
Qualifications
- Experience: 13 years in IT Service Desk or technical support (nonvoice).
- Education: Bachelors in Computer Science, IT, or related field (preferred).
- Certifications (preferred): ITIL Foundation, CompTIA A+, Microsoft Certified Fundamentals.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: Desktop EngineerEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Coimbatore+ View Contact
Keyskills: Outlook Configuration IT Helpdesk IT Service Desk Ticketing Tools
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