Senior Field Services Analyst

Cognizant • Remote (MS, United States) • $200k - $250k / year • 4m ago

Job Summary

COGNIZANT IS LOOKING FOR DESKSIDE SUPPORT. Ensure the Desktop Support prioritizes and escalates incidents for both internal and external clients. Act as the single point of contact for rapid restoration of normal services. Ensure timely and appropriate escalation to specialists within the IT team. Provide L2 and L2.5 support for user issues over call, email, and chat. Knowledge of a regional language is an added advantage.

Responsibilities

Responsible for resolving or correctly triaging alerts generated for Infra database applications.
Receive end-user calls and provide first-level resolutions.
Monitor the health of Desktop Support, remote network, and IT infrastructure.
Perform daily proactive health checks of the infra and applications as documented by L2 and L3 teams.
Ensure service requests are directed and actioned by appropriately skilled staff.
Participate actively across various areas within the IT department and business areas.
Provide systems support for Desktop SOE encompassing a variety of platforms and applications.
Manage asset and inventory, including laptop build and delivery.

Skills and Experience Required:

Understanding of Desk side Support duties and processes.
Strong understanding of Break-Fix, Service Requests, IMAC, Incident, and Problem management.
Configuration management and processes within ITIL.
Strong understanding and skills in SLA and KPI Management.
Knowledge of Service Desk operations and tools.
Good knowledge of ticketing tools (preferably Service Now).
Understanding of Service Desk Ticket concepts in categorization, priorities, and workflows for various types of calls.
Knowledge of MS Office and Teams.
Intermediate knowledge of SCCM / Desktop Central, Intune, printer configuration, imaging machines, and triaging Break-Fix issues.

Technologies Required:

Good understanding of End User Computing IT infrastructure devices, including desktops, laptops, printers, handhelds, and smartphones.
Understanding of Microsoft Windows & MAC desktop operating systems and business productivity applications.
Experience in Transition (External customer), Delivery, and project management in EUC and FSO environments.

Desirable Skills:

Minimum Bachelor’s or technical degree.
ITIL certification is desirable.
MS and other technical certifications are advantageous.
Experience in manufacturing/factory service delivery is desirable.
ITIL professional certification is a big plus.

Language: Effective communication in English is mandatory; knowledge of any local language or one of the European languages is favorable.

CV: Please attach your CV in English.

Why Cognizant?

A career in one of the largest and fastest-growing IT services providers worldwide.
Ongoing support and funding with training and development plans.
A highly competitive benefits and salary package.
Opportunity to work for leading global companies.

Cognizant values diversity in our talent pool, encouraging professionals with disabilities, LGBTQIA+, people in refugee situations, women, racial groups, and professionals 50+ to apply for all our advertised openings.

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