We are seeking a dedicated Bilingual Service Desk Programmer Analyst to manage calls and tickets directly from Customer end users. The technician will leverage 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:** · Responds to user questions and inquiries via telephone, email, web and other communication methods. · Enters, assigns and tracks service requests in the on-line work-order system. Refers service issues to IT management. · Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software · Properly documents problem ticket into on-line Help Desk System. · Assists other IT technical staff in providing users feedback and user statistics. · Updates and establishes priorities on Help Desk tickets based on departmental guidelines and procedures. · Follows up and communicates ticket information to users when appropriate. · Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators. · Assists with desktop, laptop imagining, installation and operations of enterprise systems as needed. · Create and updates user accounts creation as needed. · Work closely with senior helpdesk and other IT staff to acquire additional technical and nontechnical knowledge. **What you’ll need to succeed (required skills):** + 24x7 operations supporting Canadian French 1-3 years experience in 24x7 operations. + Troubleshooting skills on desktop and shrink-wrapped applications. (MS office, Adobe, Apple, Google, etc.) + Very good knowledge on VPN concepts and working experience in VPN troubleshooting. + Working experience in Internet troubleshooting and wireless routers. + Knowledge on active directory, domain controllers and good exposure to active directory concepts. + Working experience in password reset tools and self. + Troubleshooting with Exchange (Outlook/Lotus Notes) and experience with remote-control tools. (example: Bomgar, LogMeIn, TeamViewer) **What will help you stand out (preferred skills):** + Experience with banking industry is preferred. + Possess advanced knowledge and understanding of networking and personal computer hardware. + Knowledge on Virtual Machines / Citrix. + Knowledge/exposure on ticketing tools like Remedy, ServiceNow. 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.