We are looking for Desktop Support for an immediate need. This is a client-facing role & the candidate will have regular interactions with various client managers.
Job Description:
Configure, troubleshoot, isolate, repair, and resolve all customer desktop issues including desktop/laptop hardware and software, mobile devices, printer/scanners/copiers, audio visual equipment, hardware peripherals and other desktop related equipment.
Troubleshoot and repair desktop computers to ensure they interconnect seamlessly with multiple systems including network drives and all business productivity applications.
Consistently meet Service Level Agreements
Communicate directly with customers via phone, e-mail, and remote diagnostics to identify, reproduce and resolve customer reported issues.
Train users by instructing them on the technical aspects and use of standard software packages and/or hardware peripherals.
Work independently to troubleshoot all support requests and follow escalation policies.
Responsible for computer hardware builds and maintaining inventory for computers ready to deploy.
Provide support to all business users.
Establish and maintain a positive professional relationship with users and clients.
Participate in testing, documentation, and implementation of assigned projects.
Responsible for tracking software and hardware inventory per company policies
Participates in after hours on call rotation.
Support tactical and strategic goals of the Team.
Additional duties as and when required.
Technical Skills
Desktop operation and support - Installation, configuration, administration and maintenance of ongoing usability of desktop, computers, peripheral equipment and software within established standards and guidelines; Works with vendor support contacts to resolve technical problems with desktop computing equipment and software; Recommends and / or performs upgrades on systems to ensure longevity; Works with procurement staff to purchase hardware and software; Assesses functional needs to determine specifications for purchases; Orders computer supplies.
Windows Administration - Terminal Services, Active Directory, Group Policy, and tools from2008, and 2012 server, DFS Service
Operating Systems – Windows 7 to 8.1 and Windows 10 (preferably)
Windows Imaging - SCCM 2012
SCCM – Operating system deployments, Application and Security Patch Deployment, Troubleshooting
Office Suites - Microsoft Office Suite - Office, Word, Access, Excel, and PowerPoint, Office 365
Good knowledge on ticketing and monitoring tools (preferably service now)
Good knowledge on ITIL Processes
End User computing skills – troubleshooting issues with desktops, laptops, Tablets, Printers etc.
Soft Skills:
Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
Must have good team spirit and coordinate skills in onsite-offshore model and client and vendor environment.
Ability to demonstrate without supervision.
Ability to prioritize, manage and perform under pressure to meet SLA’s.
Excellent knowledge of Customer Service best practice.
Willing to work flexibly and with enthusiasm.
Ability to thrive in a fast paced, rapid changing environment.
Stays up to date with current technologies related to Network operations and Desktop Administrations and ITIL
***Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network assists Veterans in building and growing a career at Cognizant that allows them to leverage the leadership, loyalty, integrity, and commitment to excellence instilled in them through participation in military service.
**Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (such as an H-1B visa) for this opportunity.
Configure, troubleshoot, isolate, repair, and resolve all customer desktop issues including desktop/laptop hardware and software, mobile devices, printer/scanners/copiers, audio visual equipment, hardware peripherals and other desktop related equipment.
Troubleshoot and repair desktop computers to ensure they interconnect seamlessly with multiple systems including network drives and all business productivity applications.
Consistently meet Service Level Agreements
Communicate directly with customers via phone, e-mail, and remote diagnostics to identify, reproduce and resolve customer reported issues.
Train users by instructing them on the technical aspects and use of standard software packages and/or hardware peripherals.
Work independently to troubleshoot all support requests and follow escalation policies.
Responsible for computer hardware builds and maintaining inventory for computers ready to deploy.
Provide support to all business users.
Establish and maintain a positive professional relationship with users and clients.
Participate in testing, documentation, and implementation of assigned projects.
Responsible for tracking software and hardware inventory per company policies
Participates in after hours on call rotation.
Support tactical and strategic goals of the Team.
Additional duties as and when required.
Technical Skills
Desktop operation and support - Installation, configuration, administration and maintenance of ongoing usability of desktop, computers, peripheral equipment and software within established standards and guidelines; Works with vendor support contacts to resolve technical problems with desktop computing equipment and software; Recommends and / or performs upgrades on systems to ensure longevity; Works with procurement staff to purchase hardware and software; Assesses functional needs to determine specifications for purchases; Orders computer supplies.
Windows Administration - Terminal Services, Active Directory, Group Policy, and tools from2008, and 2012 server, DFS Service
Operating Systems – Windows 7 to 8.1 and Windows 10 (preferably)
Windows Imaging - SCCM 2012
SCCM – Operating system deployments, Application and Security Patch Deployment, Troubleshooting
Office Suites - Microsoft Office Suite - Office, Word, Access, Excel, and PowerPoint, Office 365
Good knowledge on ticketing and monitoring tools (preferably service now)
Good knowledge on ITIL Processes
End User computing skills – troubleshooting issues with desktops, laptops, Tablets, Printers etc.
Soft Skills:
Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
Must have good team spirit and coordinate skills in onsite-offshore model and client and vendor environment.
Ability to demonstrate without supervision.
Ability to prioritize, manage and perform under pressure to meet SLA’s.
Excellent knowledge of Customer Service best practice.
Willing to work flexibly and with enthusiasm.
Ability to thrive in a fast paced, rapid changing environment.
Stays up to date with current technologies related to Network operations and Desktop Administrations and ITIL
