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Job Details


Service Desk Analyst-Permanent (Permanent)

Location: Glasgow, Scotland Country: UK

Excellent opportunity to be part of our Service Desk team working at our Glasgow office.

Roles & Responsibilities:

  • Resolve incoming incidents and requests based on agreed SLA (SERVICE-LEVEL AGREEMENT) and goals
  • Provide detailed documentation in ticket logging system
  • Receive and handle customer problem escalations
  • Take ownership and responsibility for problems for client's technical issues
  • Increase knowledge base by passing new issue resolution information to Knowledge Administrator through the established Missing Knowledge process
  • Promptly notify Critical Incident Management of high priority issues after collecting required information for escalation
  • Maintain a high level of Quality Customer Service
  • Perform advanced troubleshooting for issue resolution
  • Help L1 agents with technical queries
  • Mentor new team members by helping them on calls
  • Perform SOP based troubleshooting to resolve customer's issues

Key Skills and Experience:

  • Good communication skills and customer management experience
  • Work experience with clients outside India or in onsite roles.
  • Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
  • Good Analytical & Coordination skills are essential.
  • Strong Customer service skills
  • Strong understanding of Computers and troubleshooting skills required.
  • Customer service orientation and ability to work in a team
  • Good interpersonal and communication skills
  • Customer service orientation and ability to work in a team
  • Excellent Soft skill, Communications skills (Voice & Email) to handle global customers
  • Strong keyboard skills
  • Ability to perform in adverse situations
  • Experience in 24x7 operations (Candidates earlier worked in international contact/call centers in a voice support process is preferred/must)
  • Knowledge/exposure on ticketing tools ServiceNow, LogMeIn, SmartIVR etc
  • Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
  • Troubleshooting skills on desktop and shrink-wrapped applications (MS Office, Adobe etc)
  • Troubleshooting skills on VPN connectivity, dial up, wireless Routers
  • Knowledge on Active Directory, domain controllers etc
  • Exposure to password reset tools
  • Troubleshooting experience using remote control tools
  • troubleshooting skills and experience in handling Exchange (outlook)/Lotus Notes environment.
  • Resolution of Infrastructure, application issues by following SOP's and/or escalating to Resolver Groups
  • Infrastructure Monitoring and SOP based resolution/timely escalations to resolver groups
  • Application Monitoring and SOP based resolutions/timely escalations to resolver groups

About Cognizant: Cognizant (Nasdaq-100: CTSH) 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 is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world.

Posted Date: 28 Aug 2019 Reference: JS32971 Company: Cognizant Contact: