Location: Sri Lanka
What We do:
Kognitiv empowers global brands to redefine loyalty through advanced data activation and multi-enterprise collaboration.
Founded in 2008, Kognitiv is challenging brands to redefine how they engage with their customers and deliver meaningful experiences that earn their lifetime loyalty.
In June 2020, Kognitiv and Aimia’s Loyalty Solutions came together to create a data and technology-led business, employing people across 20 countries worldwide. With 200+ clients and partners in more than 50 markets globally, Kognitiv is removing the complexity of cultivating loyalty, data, and partnerships, so brands can deliver enhanced value, personalization, and experiences to today’s consumers, right where they are.
Responsibilities
Incident Management (35%)
- Respond to and resolve service requests and incidents within agreed-upon SLAs.
- Escalate complex issues to appropriate teams for resolution.
- Document incident details, troubleshooting steps, and solutions in the ticketing system (ServiceNow).
- Provide timely updates to end-users on the status of their service requests.
- Act as the first point of escalation for major incidents (MI), performing triage and initiating Major Incident Management (MIM) engagement.
User Support and Training (35%)
- Serve as the first point of contact for end-users via Microsoft Teams (chat), addressing their technical concerns.
- Conduct remote troubleshooting to diagnose and resolve hardware, software, and network issues.
- Create and maintain user guides and documentation for common issues.
- Provide basic training and guidance to end-users on IT tools and systems.
ITIL/ITSM Framework Adherence (10%)
- Work in accordance with ITIL/ITSM principles to ensure efficient service delivery.
- Contribute to the continuous improvement of service desk processes.
- Follow established procedures for incident resolution and service request management.
Hardware and Software Support (10%)
- Demonstrate proficiency in Microsoft technologies for end-user compute, including Azure AD, Outlook/Exchange, OneDrive, SharePoint, Teams, Office suite.
- Demonstrate proficiency with Security tools.
- Troubleshoot and resolve issues related to Microsoft applications and services on both Windows and Mac platforms.
- Provide remote hardware support for end-users, addressing issues on both Windows and Mac devices.
- Provide remote software support for end-users, addressing issues on both Android and Apple devices.
Documentation, Knowledge Base Creation and Reporting (10%)
- Work in accordance with ITIL/ITSM principles to ensure efficient service delivery.
- Contribute to the continuous improvement of service desk processes.
- Follow established procedures for incident resolution and service request management.
- Maintain accurate and up-to-date documentation of common issues and resolutions.
- Create and update the knowledge base with solutions to common problems for reference by the team and end-users.
Required Knowledge & Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- ITIL Foundation certification is highly desired.
- Proven experience in a similar service desk role.
- Familiarity with Microsoft and Mac platform technologies for end-user compute.
- Strong understanding of IT service management principles.
Required Skills & Abilities
- Excellent problem-solving and critical-thinking skills.
- Effective communication and interpersonal abilities.
- Ability to manage and prioritize multiple tasks in a dynamic environment.
- Proficient in using IT service management tools and ticketing systems. ServiceNow experience preferred.
- Familiarity with stakeholder management and customer service best practices.
- Ability to work under pressure in a fast-paced environment.
We are a passionate, innovative organization with team members globally and we are looking for exceptional people to come and join us. This is an exciting opportunity to work for an international business, in a high energy environment with a collaborative, smart and passionate team. If you like the sound of us and the role: get in touch!
Here at Kognitiv, we don’t just accept difference - we celebrate it! Greater diversity means greater variation in ways of thinking, perspectives, and approach. And we thrive on it for the benefit of our employees and our clients. Kognitiv are committed to creating an inclusive environment and all employment is decided on the basis of qualifications, merit, fit and business need.
