.We're hiring! At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant! We have an exciting opportunity for an exceptional individual to work supporting one of our clients as a Support Agent Lead Responsibilities: · Responsible for attending customer phone calls and tickets. · Register all service requests within the Help Desk offer, specifically the ones assigned to his/her responsibility. · Restoring issues as possible · Solve the service requests within their domain or support group. · Inform the Client about the services that are not provided by the Help Desk · Register and classify correctly the service request fields in ticketing tool. · Assign priorities to the service requests and verify the ones with Urgent / High priority with the Supervisor in order to take immediate actions. · Document all the solutions in a comprehensible language for the Client. · Verify the existence of scripts to solve service requests and generate script proposals when they do not exist. · Transfer calls to the correct support group when the Client has called the incorrect group. · Solve the service requests assigned by other Agent / Support Group that are within his domain and in the Help Desk service catalog. · Close the solved service requests and notify the Client about the solution. · Assure Customer satisfaction regarding the solution offered. · Provide daily follow-up to open service requests that have not been closed. Required Skills: · 2-3 years of experience in Windows Front-End Environment (Win10, Win11) · 2-3 years of Knowledge with Ticketing System Tool (i.E. Remedy, HP Service Manager, Service Now, etc.) · 2-3 years of knowledge with ITIL Framework (Incident Management, Request Fulfillment and problem management) · 2-3 years of experience with Office Package (Outlook, Excel, Word, etc.) · 1-2 years of experience providing L1 Network support. · 2-3 years Knowledge with PC Hardware Structure Devices · High capacity to analyze and synthetize · 1-2 years of experience leading teams
