KEY
Deliver Field Services Transition Projects and Programs in line with recognized IT best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting), the successful implementation of service resource skills model and processes management.
RESPONSIBILITIES
· Participate in EUC Field Service transition activies
· Assit and be part of Knowledge gatherting 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.
· Active management and coordiantion of workload in the region
· Review of open and assigned tickets as directed by the tower lead
· Assist delivery lead in revewing and verifying vendor invoices of hardware assets
· Strong understanding and skills in SLA, KPI Management
KNOWLEDGE:
· Should have knowledge on Service Desk operation and tools
· Good knowledge of ticketing tools (preferably Service Now)
· Understand Service Desk Ticket concepts in Categorization, Priorities, Work Flows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management etc.
· Should have knowledge on MS Office and Teams
· Intermediate level knowledge of SCCM / Desktop Central, Intune, Printer Configuration, Imaging Machines, Triaging Breakfix issues
· Taking ownership of issues through to resolution on all appropriate requests.
· This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
TECHNICAL SKILLS:
· 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.
· Effective communication in English mandatory, any local languages or one of European Language is favorable.
BUSINESS SKILLS:
· Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
· Knowledge of in outsourcing and managed services
· Highly proactive solution driven approach
· Expert in escalation management
· Strong Interpersonal skills and customer Relationship skills
· Problem solving and root cause analysis
· Networking and building relationships (internal and external)
· Being visible to customer and internal teams.
SKILLS, EXPERIENCE AND QUALIFICATION REQUIRED FOR THE POSITION:
· Experience in manufactoring/factory service delivery desirable
· ITIL professional is a big plus
· Good mix of Transition (External customer), Delivery and project experience in EUC and FSO environment.
· Candidate should have good understanding of Desk side desktop support including incident/requets, and break fix
· Should have very strong written and oral communication skills
· Flexibility with respect to time - client deliverables need to be met with a Can do attitude
· Excellent problem solving/quantitative/analytical skills
· Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
· Location of work will be the client offices in the respective geography/location. Flexibility in relocation based on job requirements will be desired.
EDUCATION:
· Minimum Bachelor’s or tecnhnical degree
· ITIL certification desirable
· MS and other technical certifications advantagous
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com.
Other employment-related information
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
While our system allows applications in all languages, job required language(s) and proficiency level(s) vary. However, basic English proficiency is required for Company-wide communications purposes. Further, for roles located in Quebec, professional English proficiency is required to communicate with our global clients.