Team Lead - Service Desk/ Helpdesk

  • Lugar

    Zapopan, Jalisco

  • Tipo de puesto

    Empleado de tiempo completo

  • Sueldo

    No especificado

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant, a member of the NASDAQ-100, is ranked 205 on the Fortune 500 and is consistently listed among the most admired companies in the world



We have a position as  Team Lead Service Desk / Helpdesk


Candidates must be willing to become familiar with helpdesk policies and services and Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department


Will be basically supporting SPANISH market and interaction with ENGLISH Support teams.


On call rotation availability on weekends and National holidays when required.


Three shifts available:


  • Morning: 6:00 am to 3:00 pm
  • Afternoon: 3:00 pm to 11:00 pm
  • Night: 11:00 pm to 6:00 am


Primary Skills


  • Team Management skills
  • Troubleshooting skills
  • Knowledge/ exposure on ticketing tools: Remedy, Siebel, Clarify, Microsoft Sharepoint, etc...
  • Good communication skills and customer management
  • ITIL Methodology


Experience


3 to 5 years of experience in:


  • Leading teams for Service Desk or Helpdesk
  • SLA/ KPI reports
  • Troubleshooting desktop and shrink-wrapped applications (MS office, Adobe etc) 
  • Troubleshooting on VPN connectivity, dial up , wireless routers
  • Password reset tools
  • Using remote control tools
  • Handling Exchange (outlook/ Lotus Notes environment)
  • Knowledge on active directory, domain controllers etc
  • Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision


English skills - written and spoken


What we offer:

Full payroll

Law benefits

Major benefits

Professional development



If you are interested, apply or send your resume