{"id":2947870,"url":"https://alion.io/job/cognizant-service-desk-engineer-2","title":"Service Desk Engineer","company":{"id":85,"name":"Cognizant","domain":"cognizant.com","url":"https://alion.io/company/cognizant","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Cognizant Careers","truth_index":{"grade":"A","score":88,"open_postings":199,"ghost_share":0,"stale_share":0.442,"repost_share":0.06,"time_to_fill_p50_days":24,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Leeds, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":24000,"max_usd":44000,"period":"year","method":"role_country_seniority_unknown","sample_n":152},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Active Directory","optional":true},{"name":"ITIL","optional":true},{"name":"Microsoft Office","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-10-20T12:44:45Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-11-11T13:55:41Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":22},"description":"Excellent opportunity for Service Desk Analyst to be part of our Infrastructure services practice. Cognizant Infrastructure Services - Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data Centres, End User Computing, Service Desk, Network Services and Environment Management Services.\n3 days working from office required.\nKey Responsibilities and Deliverables:\nResponsible for providing first line support to customers across the firm and in some cases this may include supporting the firm’s clients, directly or indirectly. Their primary focus will be to ensure all queries are answered promptly, requests and incidents are dealt with appropriately and all calls are adequately logged within the firm's service management system. The role is expected to work as part of a team, flexibly, in a rotating 24x7 shift pattern.\nAct as a single point of contact for all incoming calls, emails, live chat and self-service portal from customers regarding IT issues and queries;\n1st line support - troubleshooting IT relating problems for the firm’s core systems ensuring issues are logged with the required information;\nEnsure all calls and emails are logged and managed within the firm’s service management system in accordance to the agreed SLAs and OLAs;\nKeep customers updated on outstanding tickets;\nTake ownership of problems and follow up the status of problems on behalf of the customer and communicate progress in a timely manner;\nMeet or exceed defined quality and performance targets for IT Service Desk;\nTake responsibility for calls and see them through to completion;\nAssign incidents and requests to appropriate 2nd/ 3rd line teams after all troubleshooting steps have been exhausted;\nProactively pick up on trends from calls logged\nUpdate documentation and knowledge base articles as and when required\nProject work as required\nKey Requirements\nEssential\nExperience with supporting document management systems such as iManage\nExperience with supporting remote working (Azure Virtual desktop & Global Protect)\nExperience with supporting Outlook extensively and other Microsoft apps such as Microsoft Teams\nExperience with using ServiceNow\nCustomer service / IT Service Desk experience.\nExcellent communication skills;\nAbility to maintain composure in a pressurised, fast-paced environment;\nAbility to understand business needs and prioritise issues accordingly;\nAbility to take ownership of and manage issues to resolution;\nA broad knowledge and interest in IT.\nDesirable\nITIL Certification or relevant experience;\nExperience of supporting IOS mobile devices, Intune;\nExperience of supporting Windows 10, MS Office 2016 applications, Office 365;\nAdvanced knowledge of Active Directory;\nExperience 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