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Desktop Support Specialist
2 meses atrás
Cognizant is seeking a skilled Desktop Support Specialist to join our team.
Key Responsibilities- Incident Management: Resolve or triage alerts generated for infrastructure database applications.
- First-Level Support: Receive end-user calls and provide timely resolutions.
- Infrastructure Monitoring: Monitor the health of desktop support, remote networks, and IT infrastructure.
- Proactive Health Checks: Perform daily proactive health checks of infrastructure and applications.
- Service Request Management: Ensure service requests are directed and actioned by skilled staff.
- Collaboration: Participate actively across various areas within the IT department and business areas.
- Systems Support: Provide systems support for desktop SOE encompassing various platforms and applications.
- Asset Management: Manage asset and inventory related to laptops and delivery.
- Understanding of Desk Side Support: Strong understanding of desk side support duties and processes.
- ITIL Knowledge: Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management, and processes within ITIL.
- SLA and KPI Management: Strong understanding and skills in SLA and KPI management.
- Service Desk Operations: Good knowledge of service desk operations and tools.
- Ticketing Tools: Good knowledge of ticketing tools (preferably Service Now).
- Service Desk Ticket Concepts: Understanding of service desk ticket concepts in categorization, priorities, and workflows for various call types.
- Microsoft Office and Teams: Knowledge of MS Office and Teams.
- SCCM and Desktop Central: Intermediate knowledge of SCCM / Desktop Central, Intune, printer configuration, imaging machines, and triaging break-fix issues.
- Education: Minimum Bachelor's or technical degree.
- ITIL Certification: ITIL certification is desirable.
- Technical Certifications: MS and other technical certifications are advantageous.
- Manufacturing Experience: Experience in manufacturing/factory service delivery is desirable.
- Language Skills: Effective communication in English is mandatory; knowledge of local languages or one of the European languages is favorable.
