Senior Field Services Analyst

Há 5 dias


São Paulo, São Paulo, Brasil Cognizant Tempo inteiro
Job Summary

Cognizant is seeking a skilled Desktop Support Specialist to join our team.

Key Responsibilities
  1. Incident Management: Resolve or triage alerts generated for infrastructure database applications.
  2. First-Level Support: Receive end-user calls and provide timely resolutions.
  3. Infrastructure Monitoring: Monitor the health of Desktop Support, remote networks, and IT infrastructure.
  4. Proactive Health Checks: Perform daily proactive health checks of infrastructure and applications.
  5. Service Request Management: Ensure service requests are directed and actioned by skilled staff.
  6. Collaboration: Participate actively across various areas within the IT department and business areas.
  7. Systems Support: Provide support for Desktop SOE encompassing various platforms and applications.
  8. Asset Management: Manage asset and inventory related to laptops and delivery.
Requirements
  • 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.
Desirable Skills
  • 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.


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