What are the responsibilities and job description for the Service Desk Queue Specialist position at Cognizant?
Cognizant is seeking a Service Desk Queue Specialist for a full-time remote opportunity. Applicants must be located in the US and have valid US work authorization. Cognizant will not sponsor visas now or anytime in the future.
Responsibilities
Queue Management & Ticket Governance
The ideal candidate will have 4 plus years of experience in the following areas.
Responsibilities
Queue Management & Ticket Governance
- Monitor and manage Incident, Service Request, and Task queues within ServiceDesk Plus ITSM.
- Ensure tickets are categorized, prioritized, assigned, and routed correctly.
- Maintain queue health by proactively identifying backlog, aging tickets, and SLA risks.
- Drive daily ticket reviews to ensure timely progression and resolution.
- Balance workload across Service Desk analysts and support teams.
- Ensure all tickets contain accurate documentation, updates, and closure details.
- Monitor SLA compliance and take proactive actions to prevent breaches.
- Track key service desk metrics including:
- First Contact Resolution (FCR)
- Mean Time to Respond (MTTR)
- Mean Time to Resolve
- Resolution SLA Attainment
- Ticket Aging
- Reopen Rates
- Backlog Volumes
- Prepare daily, weekly, and monthly operational dashboards and reports.
- Conduct trend analysis and identify recurring service issues.
- Act as the primary escalation point for queue-related issues.
- Coordinate with Level 2, Level 3, Infrastructure, Network, Security, Application, and Vendor teams.
- Expedite resolution of P1/P2 incidents and business-critical requests.
- Drive effective stakeholder communication during major incidents.
- Ensure escalations follow established ITIL and organizational procedures.
- Maintain queue configurations, business rules, assignment groups, categories, templates, and notifications.
- Support workflow improvements and automation initiatives within ServiceDesk Plus.
- Collaborate with ITSM administrators to optimize routing, SLA policies, and reporting.
- Monitor queue performance using ServiceDesk Plus dashboards and analytics.
The ideal candidate will have 4 plus years of experience in the following areas.
- ManageEngine ServiceDesk Plus ITSM
- ITIL Framework
- Incident Management
- Service Request Management
- SLA Management
- Problem Management
- Knowledge Management
- Dashboard & Reporting
- Service Desk Analytics
- Excel / Power BI Reporting
- Escalation Management
- Workflow Automation
- ITIL v4 Foundation or higher
- ManageEngine ServiceDesk Plus Certification
- HDI Service Desk Manager
- Lean Six Sigma (Preferred)
Salary : $53,000 - $58,000