**Job Summary** We are seeking a skilled Store and Enterprise Helpdesk Specialist with 2 to 3 years of experience in Service Desk operations. The ideal candidate will provide exceptional support to our clients ensuring seamless IT service delivery. This hybrid role requires a proactive individual who can efficiently manage day-to-day helpdesk activities contributing to the overall success of our organization. **Responsibilities** + Provide first-level technical support to users resolving issues promptly and efficiently. + Manage and prioritize helpdesk tickets ensuring timely resolution and customer satisfaction. + Collaborate with IT teams to escalate and resolve complex technical issues. + Maintain accurate documentation of support activities and solutions provided. + Monitor system performance and report any anomalies to the relevant teams. + Assist in the development and implementation of helpdesk policies and procedures. + Conduct regular follow-ups with users to ensure issues are resolved to their satisfaction. + Participate in training sessions to stay updated with the latest technology trends and tools. + Contribute to the continuous improvement of helpdesk processes and services. + Support the deployment and configuration of hardware and software as needed. + Provide guidance and support to users in utilizing IT resources effectively. + Ensure compliance with company policies and industry standards in all helpdesk operations. + Collaborate with cross-functional teams to enhance overall IT service delivery. **Qualifications** + Possess a strong background in Service Desk operations with a focus on customer satisfaction. + Demonstrate excellent problem-solving skills and the ability to work under pressure. + Exhibit strong communication skills both verbal and written to interact with users effectively. + Have experience in the Hotels or Food Services domain is a plus. + Show proficiency in using helpdesk software and tools for efficient ticket management. + Display a proactive approach to identifying and resolving technical issues. + Maintain a customer-centric mindset ensuring a positive user experience. **Certifications Required** ITIL Foundation Certification or equivalent in IT Service Management. 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.