Excellent opportunity for Service Desk Lead 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.
As a Service Desk Shift Lead, you will be part of a Global Service Desk providing 24/7/365 support.
Responsibilities
* To Monitor service levels and dashboards proactively to ensure timely resolution of tickets in line with SLAs.
* Responsible to allocate work efficiently and fairly amongst team members.
* Identify trends in tickets and swiftly action in accordance with policy and procedure.
* To Attend bridge and departmental meetings as GSD representative as and when required.
* To Implement comprehensive onboarding and training session for new starters.
* Organise knowledge transfer sessions with technical SMEs and ensure appropriate documentation is distributed to the team.
* Understand the financial impact of team activities.
* To Monitor performance against standards and expectations.
* To Perform regular audits in accordance with policy and procedure.
* Work through ticket backlog to reduce active ticket count.
Essential Qualifications and Skills
* Good experience in a Service Desk role with leadership or supervisory responsibilities.
* Proven ability to train, mentor, and support team members.
* Attention to detail and ability to meet tight deadlines.
* Competent in risk mitigation and issue resolution.
* Maintain composure in a fast-paced, high-pressure environment.
* Strong understanding of business needs and prioritization of issues.
* Ownership and resolution of issues.
* Strong knowledge of IT service management (ITSM) principles, processes, and tools.
At Cognizant you will experience an exciting mix of innovation by design, creativity, collaboration, and efficiency within a framework of stimulating objectives and a passion for delivering the best to our customers. You will be joining a network of some of the most creative, innovative, and dedicated people in the industry with ample opportunities to learn and develop your career.
Our Associates are chosen for their attitude, skills, knowledge, and enthusiasm but above all, their belief that anything is possible.
Cognizant is an equal opportunities employer, and we welcome all applications regardless of race, colour gender, ethnic origin, nationality, religion or beliefs, disability, age, sexual orientation, political opinions or trade union membership.