Service Desk Analyst - #2171217

Excellent opportunity for Service Desk Analyst to be part of our Infrastructure services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data Centres, End User Computing, Service Desk, Network Services and Environment Management Services.

3 days working from office required.

Key Responsibilities and Deliverables:

• Responsible for providing first line support to customers across the firm and in some cases this may include supporting the firm’s clients, directly or indirectly. Their primary focus will be to ensure all queries are answered promptly, requests and incidents are dealt with appropriately and all calls are adequately logged within the firm's service management system. The role is expected to work as part of a team, flexibly, in a rotating 24x7 shift pattern.
• Act as a single point of contact for all incoming calls, emails, live chat and self-service portal from customers regarding IT issues and queries;
• 1st line support - troubleshooting IT relating problems for the firm’s core systems ensuring issues are logged with the required information;
• Ensure all calls and emails are logged and managed within the firm’s service management system in accordance to the agreed SLAs and OLAs;
• Keep customers updated on outstanding tickets;
• Take ownership of problems and follow up the status of problems on behalf of the customer and communicate progress in a timely manner;
• Meet or exceed defined quality and performance targets for IT Service Desk;
• Take responsibility for calls and see them through to completion;
• Assign incidents and requests to appropriate 2nd/ 3rd line teams after all troubleshooting steps have been exhausted;
• Proactively pick up on trends from calls logged
• Update documentation and knowledge base articles as and when required
• Project work as required

Key Requirements

Essential

• Experience with supporting document management systems such as iManage
• Experience with supporting remote working (Azure Virtual desktop & Global Protect)
• Experience with supporting Outlook extensively and other Microsoft apps such as Microsoft Teams
• Experience with using ServiceNow
• Customer service / IT Service Desk experience.
• Excellent communication skills;
• Ability to maintain composure in a pressurised, fast-paced environment;
• Ability to understand business needs and prioritise issues accordingly;
• Ability to take ownership of and manage issues to resolution;
• A broad knowledge and interest in IT.

Desirable

• ITIL Certification or relevant experience;
• Experience of supporting IOS mobile devices, Intune;
• Experience of supporting Windows 10, MS Office 2016 applications, Office 365;
• Advanced knowledge of Active Directory;
• Experience of working at a large law firm, professional services firm or investment bank.