Desktop Support Tech Lead

Description

Cognizant is seeking an End User Support/Desktop Support Tech for a full- time opportunity in Orlando, FL

The annual salary for this role will be between 66,000$ and 78,000$ depending on the skills and experience of the candidate.

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, Workflows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management

Qualifications

Technical Skills

SNo

Primary Skill

Proficiency Level *

Rqrd./Dsrd.

1

Field Services

PL2

Required

* Proficiency Legends

Proficiency Level

Generic Reference

PL1

The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.

PL2

The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.

PL3

The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.

PL4

The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.