Job Summary
COGNIZANT IS LOOKING FOR DESKSIDE SUPPORT.
Ensure the Desktop Support prioritizes and escalates incidents for both internal and external clients. The single point of contact for rapid restoration of normal services. Ensure timely and appropriate escalation to specialists within the IT team. Provide L2 and L2.5 support for user issues over call, email, and chat. Language - Regional language is an added advantage.
Responsibilities
Responsible for resolving or correctly triaging alerts generated for Infra database applications, etc.
Receiving end-user calls and providing first-level resolutions.
Monitoring the health of Desktop Support, remote network, and IT infrastructure.
Performing daily proactive health checks of the infra and applications as documented by L2 and L3 teams.
Ensuring service requests are directed and actioned by the appropriately skilled staff.
Active and strong participation across various areas within the IT department and business areas.
Provide systems support for Desktop SOE encompassing a variety of platforms and applications.
Asset and Inventory Management, Laptop Build Delivery.
Skills and Experience Required:
Understanding of Desk side Support duties and processes.
Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem.
Configuration management and processes within ITIL.
Strong understanding and skills in SLA, KPI Management.
Knowledge of Service Desk operations and tools.
Good knowledge of ticketing tools (preferably Service Now).
Understanding Service Desk Ticket concepts in Categorization, Priorities, Workflows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management, etc.
Knowledge of MS Office and Teams.
Intermediate level knowledge of SCCM / Desktop Central, Intune, Printer Configuration, Imaging Machines, Triaging Break-Fix issues.
Technologies Required:
Good understanding of End User Computing IT infrastructure Devices to enable understanding of processes and requirements - Desktops, Laptops, Printers, Handhelds, Smartphones, etc.
Good understanding of Microsoft Windows & MAC desktop operating systems and business productivity applications (e.g., Office).
Good mix of Transition (External customer), Delivery, and project experience in EUC and FSO environment.
Desirable Skills:
Minimum Bachelor's or technical degree.
ITIL certification desirable.
MS and other technical certifications advantageous.
Experience in manufacturing/factory service delivery desirable.
ITIL professional is a big plus.
Language: Effective communication in English mandatory, any local languages or one of the European languages is favorable.
CV: Please, attach your CV in English.
Why Cognizant?
A career in one of the largest and fastest-growing IT services providers worldwide.
Ongoing support and funding with training and development plans.
A highly competitive benefits and salary package.
Opportunity to work for leading global companies.
Cognizant values diversity in our talent pool, so we encourage professionals with disabilities, LGBTQIA+, people in refugee situations, women, racial groups, and professionals 50+ to apply for all our advertised openings.
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