At a Glance
- Tasks: Provide first-line IT support and troubleshoot issues for clients and colleagues.
- Company: Join a leading tech firm offering diverse IT infrastructure and cloud services.
- Benefits: Enjoy competitive pay, flexible working, and opportunities for professional growth.
- Other info: Dynamic team environment with 24/7 shifts and great career advancement potential.
- Why this job: Be the go-to person for solving IT problems and making a real difference.
- Qualifications: Experience with IT support, Microsoft apps, and excellent communication skills.
The predicted salary is between 33750 - 41250 £ per year.
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, Dev Ops, 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
- Experience with supporting document management systems such as i Manage
- 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 Service Now
- 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.
- 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.
Service Desk Analyst in Leeds employer: Cognizant Technology Solutions Corporation
Cognizant is an exceptional employer, offering a dynamic work environment where innovation and collaboration thrive. As a Manager in Intelligent Process Automation, you'll engage in high-profile transformation programmes while benefiting from a culture that prioritises consulting excellence and continuous learning. With clear career progression pathways, competitive compensation, and flexible hybrid working arrangements, Cognizant empowers its employees to grow and succeed in their careers.
Contact Details:
Cognizant Technology Solutions Corporation Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cognizant Technology Solutions Corporation. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cognizant Technology Solutions Corporation before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cognizant Technology Solutions Corporation:Your cover letter is your chance to shine! Tell us why you want to work at Cognizant Technology Solutions Corporation specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cognizant Technology Solutions Corporation!
How to prepare for a job interview at Cognizant Technology Solutions Corporation
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
