000 Per Year

By | June 28, 2022

Job Responsibilities : Service Desk Analyst (L1)

Salary : $48

Company : Cognizant Microsoft Business Group

Location : Remote CA

Service Desk Analyst

About Cognizant Microsoft Business Group

Cognizant Microsoft Business Group are a multi-award winning Microsoft Gold Partner delivering cloud capabilities to our clients in an authentic human and innovative environment. We are a cloud first full-service Microsoft partner committed to delivering innovative technology solutions that solve human challenges. Curious innovative and passionate are a few words to describe the team at Cognizant Microsoft Business Group we work towards providing outstanding customer experience and building strong relationships.

Our Goal

Grow organically – Grow by strategic acquisition – Be a vibrant workplace – Deliver world class service

Our Values

Human – We use our hearts and minds to collaborate for success. We harness technology to drive business but we never let that replace our human connections. We use our hearts and minds to collaborate for success and instill confidence in our customers through relationships forged from trust.

Generous – We are giving and respectful. With our efforts to always be generous we elevate our service level with empathetic and considerate communications and actions. We always find a way to support our customers and colleagues by giving of our time and talent and equally respecting the time and talent of others.

Authentic – We tell it as it is with positive intent. Being authentic helps to nurture our strong and trusted relationships. We are honest transparent and reliable. When you partner with Cognizant Microsoft Business Group you are partnering with a group of purposeful outcome-drive and results-oriented professionals.

Innovative – We push the boundaries at the intersection of people process and technology. For us there are no limit to our dreams. We continually innovate and push boundaries at the intersection of people process and technology to bring our customers and colleagues the best solutions first.

Outcomes

Cognizant Microsoft Business Group seeks a service desk analyst to operate within our global team working from North America primarily on Microsoft O365 and Azure issues. As a cloud computing and application development specialist we have a long and close association with Microsoft with whom we hold over 20 gold-level competencies.

We’re looking for an individual with experience of a busy support environment serving multiple customers ideally having been involved with early life and day to day support of 0365 & Windows Server. You’ll possess great ability to prioritise and manage incidents/requests efficiently and be looking to enhance your 1st/2nd line skillsets.

There are opportunities for regular project work with our clients and with our project services team. We have a long history of internal progression in Cognizant Microsoft Business Group and we focus heavily on staff training.

Technical and Personal Competencies

  • Receives enquiries relating to incidents from end users resolving these directly where possible or escalating accordingly in line with SLA / SLO.
  • Receives enquiries relating to service requests from end users fulfilling these directly or routing to appropriate fulfilment in line with SLA / SLO.
  • Provide an initial response to the customer detailing the support request number and instigating initial resolution activities.
  • Provide initial resolution wherever possible using KB or additional support materials.
  • Owns incidents and requests from creation to delivery (full lifecycle).
  • Provide initial identification of reported faults sufficient to enable further investigation.
  • Keeps users updated on incident or request progress.
  • Ensure that any further information required to resolve issues is gathered and documented.
  • Chase customers for and update on stalled tickets as and when required.
  • Use ITSM system for the management of support issues and administering Support Services.
  • If required invoke standard escalation procedures (for example in the event of a critical or major incident) and provide updates as to the progress of such escalations as and when required.
  • Provides guidance to end users on product features and use.
  • Make recommendations and updates to the Service Knowledge Base to facilitate efficient resolution of future enquiries.
  • Closes tickets on fulfilment/resolution notifying the user.
  • Follow support and business processes accurately with attention to detail. Proactively look for opportunities to improve efficiency and quality of Cognizant Microsoft Business Group’s services.
  • Work flexible shift (Days Weekends) patterns depending on business needs.
  • Experience supporting O365 in an MSP a plus.

ABOUT THE COGNIZANT MICROSOFT BUSINESS GROUP (MBG)

The Cognizant Microsoft Business Group (MBG) has a singular purpose—advancing your cloud modernization journey with focus simplicity and scale. The Microsoft Business Group is an end-to-end Microsoft-centric cloud solutions and managed services provider that leverages extensive experience and IP to deliver constant innovation and business value powered by the Microsoft Cloud platform. We are designed to reflect how you think about cloud transformation from a platform native perspective. Our dedicated experts and trusted blueprint deliver your digital difference through the Microsoft Cloud: Azure Microsoft 365 and Dynamics 365. We turn digital potential into real business performance at speed.

Who We Are

We are the destination employer for Microsoft-committed professionals providing depth of specialization and differentiated career paths. We have authentic conversations build connections and grow careers while centering ourselves around our employees. We are a global team of certified consultants across all relevant technologies coupled with cloud focused advisory consultants. With our supercharged talent we are the world’s best Microsoft partner. We prioritize investing and expanding.

EQUAL EMPLOYMENT OPPORTUNITY

As a Global Cloud Transformation Consultancy business the Cognizant Microsoft Business Group (MBG) understands diversity and inclusion in the workplace brings benefits to our customers our business and most importantly our people. We are committed to being an inclusive employer and we provide equal employment opportunities to all employees and applicants for employment.

The Cognizant Microsoft Business Group (MBG) prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other factors protected by federal state or local laws. This policy applies to all terms and conditions of employment including all aspects of the recruiting and employment life-cycle at Cognizant Microsoft Business Group (MBG).

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