Desktop Support Tech Lead

4 weeks ago

Waltham, Massachusetts, United States Cognizant Technology Solutions Full time

Cognizant is seeking a End User/ Desktop Support Tech for a full-time opportunity in Waltham, MA

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

  • Medical/Dental/Vision/Life Insurance
  • Paid holidays plus Paid Time Off
  • 401(k) plan and contributions
  • Long-term/Short-term Disability
  • Paid Parental Leave
  • Employee Stock Purchase Plan

Disclaimer: The benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

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.

· Understanding of Desk side Support duties and process

· Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL.

· Strong Customer Relationship skills.

Qualifications:

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

· Good understanding of skills in Microsoft Windows & MAC desktop operating systems and business productivity applications ie Office. Again this is to enable understanding of process and requirements when assessing and collecting process requirements and relaying them.

· Should have participated in Transition and transformation projects in the EUC and Field Services domain.

· Should have knowledge on Service Desk operation and tools

· Good grasp of ticketing tools

· Understand Service Desk Ticket concepts in Categorization, Priorities, Work Flows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management.

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