End User Support Specialist

3 weeks ago

Everett, United States Cognizant Full time

Job Title- End User Computing Engineer

Location- Everett, WA.

The End User Computing/Field Services Engineer will deliver Field Services Transition projects and programs in line with recognized IT best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting), the successful implementation of service resource skills model and processes management.

Responsibilities:

· Participate in EUC Field Service transition activities.

· Assist and be part of knowledge gathering and documentation from external customers and/or incumbents.

· Analysis of service provision and resourcing based on SLA's, Assets, Call Volumes, Site criticality and customer requirements.

· Due diligence with customer prior to RFP & BAFO submissions.

· Attend customer agreed locations to collect all customer processes relating to current delivery of services around EUC & Field Services.

· Create process document of current service for the customer and partner.

· Work closely with our third-party partner .

· Active management and coordination of workload in the region.

· Review of open and assigned tickets as directed by the tower lead.

· Assist delivery lead in reviewing and verifying vendor invoices of hardware assets.

Qualifications:

· Good understanding of End User Computing IT infrastructure Devices to enable understanding of process and requirements - Desktops, Laptops, Printers, Handhelds, Smartphone etc.

· Should have knowledge on Service Desk operation and tools

· Good knowledge of ticketing tools (preferably Service Now)

· Understanding of 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.

· Should have knowledge on MS Office and Teams

· Intermediate level knowledge of SCCM / Desktop Central, Intune, Printer Configuration, Imaging Machines, Triaging Break fix issues

· Experience in manufacturing/factory service delivery desirable.

· ITIL professional is a big plus

· Strong interpersonal and customer relationship skills.

Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network encourages Veterans in building and growing a career at Cognizant that allows them to demonstrate the leadership, loyalty, integrity, and dedication to excellence instilled in them through participation in military service.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Equal Opportunity Employer M/F/D/V

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