Service Desk - Cantonese Speaker

Job summary:

Providing technical first level support for multiple projects.

• Receiving end user calls
• Provide first level resolutions for EUC and Business Applications
• Ticket creation/Categorization / Prioritization
• Ticket escalation to respective Support Group
• Incident resolution and recovery for IT SD/Account Provisioning/L1 EUC/L1 Apps
• Ticket update and Closure.
• Shift coverage - 12*5
• Language requirement - Cantonese & English

Key responsibilities:

1. Troubleshooting skills on desktop and applications(MS office, Adobe etc)
2. Business application knowledge(L1) for increased FCR
3. Troubleshooting skills on VPN connectivity, dial up , wireless routers
4. Knowledge on active directory, domain controllers etc
5. Exposure to password reset tools
6. Troubleshooting experience using remote control tools
7. Trouble shooting skills and experience in handling Exchange (Outlook)
8. At least user experience with Windows OS

Requirements:

1. Good communication skills and customer management experience
2. Knowledge on operations/service delivery and ability to manage situations with minimum supervision
3. Good Analytical & Coordination skills are essential.
4. Basic Customer service skills
5. Basic understanding of Computers and Troubleshooting skills required.
6. Customer service orientation and ability to work in a team
7. Good interpersonal and communication skills
8. Customer service orientation and ability to work in a team
9. Excellent Soft skill, Communications skills(Voice & Email) to handle global customers
10. Ability to perform in adverse situations
11. Ability to work effectively in office environment
12. Knowledge/exposure on ticketing tools (e.g. Service Now)
13. Clear understanding of ITIL V3 & V4 processes and relationship
14. Good communication skills and customer management experience
15. Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervisor
16. Troubleshooting skills on desktop and applications (MS office, Adobe etc)
17. Troubleshooting skills on VPN connectivity, dial up , wireless routers
18. Knowledge on active directory, domain controllers, databases etc
19. Exposure to password reset tools
20. Troubleshooting experience using remote control tool
21. Trouble shooting skills and experience in handling Exchange (Outlook)

Employee Status : Full Time Employee

Shift : Day Job

Job Posting : Nov 02 2023

About Cognizant
Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.