This listing doesn't post a salary. Most similar roles pay
$111,475–$180,350.
Based on 239 similar postings.
Employer
About Cognizant
Cognizant is a multinational IT services and consulting company offering digital transformation, technology, and business process services. It serves clients across financial services, healthcare, manufacturing, and other industries worldwide.
Cognizant currently has
37 open roles
on FindRole.
Listed pay typically runs
$124,500–$151,250
across 28 roles with salary data.
The IT Service Desk Queue Specialist manages and governs ITSM ticket queues within a large-scale enterprise environment to ensure operational excellence and SLA compliance. This role involves monitoring Incident, Service Request, and Task queues, ensuring proper categorization, prioritization, and routing while proactively identifying aging tickets or potential breaches. The specialist serves as an escalation point for critical incidents, coordinates resolution activities across infrastructure, network, and application teams, and performs root cause analysis. Key responsibilities include administering ManageEngine ServiceDesk Plus configurations, developing operational dashboards in Power BI and Excel, and performing trend analysis to drive continuous service improvement. Required expertise includes ITIL practices, ticket lifecycle management, and advanced reporting. The role addresses the challenge of maintaining high-quality service delivery and efficient resource utilization within complex enterprise support workflows and multi-layered technical environments.
ServiceDesk Plus
ITIL
Root Cause Analysis (RCA)
CMDB
Power BI
AWS
Azure
Incident Management
Knowledge Management
Asset Management
Risk Management
Data Analysis
Change Management
Problem Management
Windows
Linux
Jira Service Management
AWS Virtual Workspaces
MDM
Microsoft Office
Adobe
Lucid
Matlab
Asset Management
hardware. * Support
SOPs
Technical Support