End User Computing Specialist

2 weeks ago

Everett, Washington, United States Cognizant Full time
Why Choose Cognizant?
In today's dynamic marketplace, Cognizant has established itself as a frontrunner in the industry. We are driven by innovative ideas and ambitious aspirations, placing human experiences at the forefront of our endeavors. Our mission is to assist clients in engaging their customers through the creation of imaginative products and services.

We craft go-to-market strategies and develop entirely new business models, ensuring that every organization we collaborate with leaves equipped with both confidence and a strategic plan.

Our passion for our clients, communities, and organization is the hallmark of our culture.
About Cloud Infrastructure & Security Services:

Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS) is dedicated to embracing digital transformation by comprehensively modernizing core operations across various layers.

We support our clients in transforming their infrastructure and workplace to adapt to the ever-changing demands of the digital age.

Our extensive approach yields significant outcomes for our clients by achieving cloud-driven modernization and operational transformation within a secure framework.

Key Responsibilities:
- Execute Field Services Transition Projects and Programs in accordance with established IT best practices, including risk management, governance, quality assurance, issue resolution, and reporting.
- Engage in EUC Field Service transition initiatives.
- Assist in gathering and documenting knowledge from external clients and/or existing personnel.
- Analyze service provision and resource allocation based on SLAs, assets, call volumes, site criticality, and customer needs.
- Conduct due diligence with clients prior to RFP and BAFO submissions.

- Visit client-designated locations to collect all processes related to the current delivery of EUC and Field Services.

- Develop a Process Document outlining the current service for the client and partner.
- Collaborate closely with third-party partners.
- Understand desk-side support responsibilities and procedures.
- Maintain a solid understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, and Configuration management processes within ITIL.
- Actively manage and coordinate workload in the designated region.
- Review open and assigned tickets as directed by the tower lead.
- Assist the delivery lead in reviewing and validating vendor invoices for hardware assets.
- Demonstrate a proven understanding of SLA and KPI management.
Qualifications:
- Familiarity with Service Desk operations and tools.
- Proficient in ticketing systems (preferably Service Now).

- Comprehend Service Desk Ticket concepts, including categorization, priorities, and workflows for various call types such as Break-Fix, IMAC, Service Requests, Problem, and Change Management.

- Knowledge of MS Office and Teams is essential.
- Intermediate proficiency in SCCM/Desktop Central, Intune, printer configuration, imaging machines, and troubleshooting Break-Fix issues.
- Take ownership of issues until resolution for all relevant requests.
- This role requires adaptability and teamwork in a project-based environment. Additional duties may be assigned as necessary.
Salary & Compensation:
The annual salary for this position ranges from $50,500 to $59,500, depending on experience and qualifications.

This role is also eligible for Cognizant's discretionary annual incentive program, contingent on performance and in accordance with Cognizant's applicable plans.

Benefits:
Cognizant provides the following benefits for this position, subject to eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays and Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Disclaimer:
The salary, compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, in compliance with applicable law.

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