Desktop Support Tech Lead
3 weeks ago
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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