IT Helpdesk Specialist – 1st Level Support (Onsite)
Work Model:
Onsite – Client's Team
What makes Cognizant a unique place to work?
The combination of rapid growth and an international, innovative environment is creating many opportunities for individuals with an entrepreneurial spirit who want to make a difference in the world.
At Cognizant: You will collaborate with colleagues from around the world to create solutions for leading companies and help them become more flexible, innovative, and successful. This is your chance to be part of our success story: we are looking for an exceptional IT Helpdesk Specialist – 1st Level Support to join our team.
We're seeking a well-versed expert to lead efforts in establishing parameters and ensuring high-quality installation, configuration, maintenance, repair, and use of our technological infrastructure while maintaining positive relationships with all stakeholders.
Key Responsibilities:
1. Provide technical helpdesk support to internal users regarding installation, configuration, maintenance, repair, and use of our technological infrastructure, ensuring correct operation, availability, and updates.
2. Support administration of internal systems and tools and collaborate on IT and continuous improvement projects.
3. Maintain strong relationships with stakeholders.
Essential Skills:
1. Experience in IT Helpdesk or similar roles.
2. High proficiency in English and Spanish.
3. Good knowledge of areas related to Hardware, Operating Systems (Windows, Mac, Android, and iOS), and TCP/IP networks.
4. Experience in remote and face-to-face user support functions.
5. Experience with ticketing tools for managing Incidents and Requests.
6. Manage user ticket expectations, answering technical support calls by email or chat, ensuring that issues are managed efficiently.
7. Experience in resolving incidents related to Hardware and Software; local or global internal applications and troubleshooting them with internal training or using documentation.
8. Ability to analyze and diagnose issues.
9. Proactivity in solving problems.
10. Maintain up-to-date support documentation.
11. Collaborate with other departments inside and outside IT.
12. Comply with all security procedures and company policies.
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