Cognizant is seeking a Desktop Support Tech for a full-time opportunity in Austin, TX

Benefits: Cognizant offers the following benefitsfor this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Responsibilities:

· Monitor ticket queue and assign to appropriate resource for troubleshooting and resolution.

· Responsible for the allocation of incident tickets as well as facilitation of resource allocation based on tech workloads.

· Monitor ticket queues to ensure SLAs are maintained.

· Validate customer and user asset information.

· Select and populate appropriate ticket information.

· Review tickets to ensure they’re accurately coded within scope of VITA contract.

· Engage with Stakeholders to ensure out of scope tickets are assigned to correct teams.

· Ensure child tickets are related to the parent ticket where applicable.

· Monitor tickets that cross organizational boundaries to ensure customer satisfaction.

· Prepare daily reports on incidents/problem ticket status.

· Prepare summary report on all major incidents occurring on shift Assign tickets to internal teams to ensure SLA targets are met.

· Perform quality control and reconciliations to ensure all actions are properly recorded.

Qualifications:

· 3 or more years of experience with Microsoft Office including Excel, Word.

· Experience with ticketing systems such as Service Now and Remedy.

· Experience working with Microsoft SharePoint to post and retrieve documents.