Desktop Support

Roles & Responsibilities

• 24x7 Support for Cognizant IT
• Excellent written and verbal communication skills
• ITIL Incident, Change and Service Request Management
• Proven Experience of minimum 1 year on desktop support field. Coordinate with other 1st level teams and resolver groups to ensure appropriate communication, coordination and closure of incident and problem records.
• Perform daily health checks & assigned provisioning tasks, and understands the ITIL process, including Incident & Problem Management, and Change Management
• Demonstrated ability for managing team on varying skillsets to provide application expertise and direction for issue remediation and resolution
• HANDs -ON Strong technical experience with maintenance, repair, upgrades, and configuration of hardware, software and operating systems in a global environment.
• Experience with identifying and resolving complex problems
• Ensure timely completion of tasks and/or submission of schedules/reports as allocated including review as required
• Strive for quality and accuracy and have the dependability necessary to meet strict daily/monthly/quarterly deadlines
• Build relationships with stakeholders to facilitate proactive decision making and seamless customer experiences
• Experienced with desktop standards, desktop management, software deployment techniques and tools, systems administration, and data integrity and recovery
• Keeping the users’ overall IT experience top of mind during all aspects of troubleshooting and problem resolution
• Analyze trends and develop action plans for improving service timeliness and reducing costs
• Ability to moderate conference bridges with various technical teams and management participants.
• SLA adherence & compliance with monthly reporting as appropriate.
• Resolves and/or escalates issues in a timely fashion
• Coach, train team members
• Responsible for the delivery of services within the SLAs and KPIs.
• To ensure quality of services.
• To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.
• To plan and schedule resource to the requirements of the business
• Ensure transfer of knowledge to other staff to ensure the Customers systems are understood.