At Cognizant we have an adecuado opportunity for you to be part of one of the largest companies in the digital sector worldwide as
Advanced Technical Support Technician
Job Summary
- Job Title : Advanced Technical Support Technician 2. Job Summary : This on site Advanced Technical Support Technician role focuses on managing and enhancing a large scale Service Desk Application Support environment for an international organization ensuring continuous availability high quality incident resolution and user satisfaction while mentoring technical staff and driving process improvements across global business units. 3. Experience : 3 - 5 years 4. Required Skills : Technical Skills: Service Desk App Support Domain Skills: 5. Nice to have skills : Domain Skills: 6. Technology : Service Desk 7. Shift : Availability 4am CST to 6pm CST. Responsibilities : -Manage daily operations of the Service Desk application support function to ensure timely and accurate resolution of incidents and requests while maintaining high customer satisfaction levels.
-Coordinate with cross functional teams to analyze recurring issues in the Service Desk platform and implement sustainable fixes that reduce incident volume and improve overall stability. -Design and refine application support workflows for Service Desk tools to optimize ticket handling efficiency and minimize user wait times across multiple business units. -Implement monitoring and alerting strategies for critical Service Desk components to proactively identify performance degradation and prevent service disruptions. -Review complex tickets escalated from support teams and provide expert level troubleshooting and resolution to meet agreed service targets. -Collaborate closely with product owners and engineers to prioritize defect fixes and minor enhancements that directly improve the end user support experience. - -Drive continuous improvement initiatives by analyzing support metrics user feedback and root cause data to enhance processes a
📌 Advanced Technical Support Technician (Guadalajara)
🏢 Cognizant
📍 Guadalajara
Postulate a este anuncio
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.