We are seeking a dedicated Service Desk Shift Lead to manage calls and tickets directly from Customer end users. The technician will demonstrate pre-defined Standard Operating Procedures (SOPs) to resolve incidents and fulfill common requests. This role involves collaborating with Customer to develop and improve SOPs. **About Cognizant’s CIS Practice:** Cognizant’s CIS (Cognizant Infrastructure Services) Practice is a global leader in providing IT infrastructure services. We deliver innovative solutions to optimize and transform IT infrastructure, ensuring business agility and operational efficiency. Our services include cloud computing, data center management, network services, and cybersecurity. We focus on understanding client needs and delivering customized solutions to drive business success. **In this role, you will:** + Establish and enforce service level agreements in consultation with collaborators to classify problem resolution expectations and timeframes. + Conduct research on emerging products, services and standards in support of help-desk technology. + Manage the processing of incoming calls to the Help Desk via Helpdesk ticketing system, telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues. + Design and apply request handling and escalation policies and procedures. + Coordinate and/or perform hands-on fixes at the client level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. + Monitor and test fixes to ensure problems have been adequately resolved. + Track and analyze trends in Help Desk requests and generate periodic statistical and in-depth reports for decision making and informational purposes. + Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations. + Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency. + Oversee the development, implementation, and administration of help desk staff training, procedures and policies. **What you’ll need to succeed (required skills):** + 5-6 years experience in IT Service Desk operation in 24x7 operations. + Experience in handling softphones with Avaya or Cisco. + Exposure on Tools like Service Now / Remedy, Remote Support tools like Logmein / omgar, Active Directory, Citrix, Virtual Machine, RSA, VPN Tools like Cisco Anyconnect, Pulse Secure etc. + Expert in handling the Exchange (Outlook)/Lotus Notes Environment. + Password reset tools for Domain & other applications. + Handling High Severity Cases, Trouble shooting skills and experience in handling Exchange(Outlook)/Lotus Notes environment + Familiarity of ITIL and six sigma process. **What will help you stand out (preferred skills):** + Experience with Insurance industry is preferred. + Prior experience in floor and Service level management. + MCSE certification preferred. At Cognizant, we're eager to meet people who believe in our mission and can make an impact in various ways! We strongly encourage you to apply even if you only meet the required skills listed. Consider what transferrable experience and skills make you an outstanding applicant and help us see how you'd be helpful to this role. Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future. At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 3 days a week in a client office based in Toronto, Ontario. Note: The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations. Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.