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
A comunidade Cognizant:
Somos uma equipe de alto calibre que aprecia e apoia uns aos outros. Nosso pessoal defende um local de trabalho enérgico, colaborativo e inclusivo, onde todos possam prosperar.
- A Cognizant é uma comunidade global com mais de 300,000 funcionários em todo o mundo.
- Não sonhamos apenas com um caminho melhor – nós fazemos acontecer.
- Cuidamos de nossas pessoas, clientes, empresa, comunidades e clima fazendo o que é certo.
- Promovemos um ambiente inovador onde você pode construir o plano de carreira certo para você.
Quem somos:
A Cognizant é uma das principais empresas de serviços profissionais do mundo, transformando os modelos de negócios, operação e tecnologia dos clientes para a era digital. Nossa abordagem consultiva exclusiva baseada no setor ajuda os clientes a visualizar, construir e administrar negócios mais inovadores e eficientes. Com sede nos EUA, a Cognizant (membro do NASDAQ-100 e uma das Melhores Empregadoras do Mundo da Forbes 2024) é consistentemente listada entre as empresas mais admiradas do mundo. Saiba como a Cognizant ajuda os clientes a liderar com o digital em nosso site.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.
Disclaimer:
As informações de compensação são precisas a partir da data desta publicação. A Cognizant se reserva o direito de modificar essas informações a qualquer momento, sujeito à lei aplicável.
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.
Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.