ITIL Incident, Change and Service Request Management
Proven Experience of minimum 1 year on desktop support field. Coordinate with other 1st level teams and resolver groups to ensure appropriate communication, coordination and closure of incident and problem records.
Perform daily health checks & assigned provisioning tasks, and understands the ITIL process, including Incident & Problem Management, and Change Management
Demonstrated ability for managing team on varying skillsets to provide application expertise and direction for issue remediation and resolution
HANDs -ON Strong technical experience with maintenance, repair, upgrades, and configuration of hardware, software and operating systems in a global environment.
Experience with identifying and resolving complex problems
Ensure timely completion of tasks and/or submission of schedules/reports as allocated including review as required
Strive for quality and accuracy and have the dependability necessary to meet strict daily/monthly/quarterly deadlines
Build relationships with stakeholders to facilitate proactive decision making and seamless customer experiences
Experienced with desktop standards, desktop management, software deployment techniques and tools, systems administration, and data integrity and recovery
Keeping the users’ overall IT experience top of mind during all aspects of troubleshooting and problem resolution
Analyze trends and develop action plans for improving service timeliness and reducing costs
Ability to moderate conference bridges with various technical teams and management participants.
SLA adherence & compliance with monthly reporting as appropriate.
Resolves and/or escalates issues in a timely fashion
Coach, train team members
Responsible for the delivery of services within the SLAs and KPIs.
To ensure quality of services.
To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.
To plan and schedule resource to the requirements of the business
Ensure transfer of knowledge to other staff to ensure the Customers systems are understood.
Skills
ITIL Process
IT Support
Communication skills
Functions
Information Technology (IT)
Job Overview
Job Type:
Full-Time
Company
Cognizant
20 active jobs
Industry:
Technology
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