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Team Member en Cognizant

Cognizant · Unknown, Estados Unidos De América · Onsite

Microsoft Excel

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Job summary

Join our dynamic team as a Team Member where you will leverage your expertise in Desktop Analytics Incident Management and Desktop Management using SCCM. You will play a crucial role in ensuring seamless service desk operations and contribute to the overall efficiency of our IT services. This role requires strong English communication skills and offers a stable day shift work environment.


Responsibilities

  • Manage and resolve incidents efficiently to ensure minimal disruption to business operations.
  • Utilize Desktop Analytics to monitor and optimize end-user tool performance.
  • Implement and maintain Desktop Management solutions using SCCM to ensure system integrity.
  • Collaborate with the service desk team to provide exceptional support and service to end-users.
  • Analyze incident trends to identify areas for improvement and implement proactive solutions.
  • Document and update incident management processes to enhance service delivery.
  • Coordinate with cross-functional teams to ensure timely resolution of technical issues.
  • Provide technical support and guidance to end-users to enhance their productivity.
  • Conduct regular system audits to ensure compliance with organizational policies.
  • Develop and maintain knowledge base articles to facilitate efficient incident resolution.
  • Monitor service desk performance metrics and report on key performance indicators.
  • Ensure adherence to service level agreements and escalate issues as necessary.
  • Participate in continuous improvement initiatives to enhance service desk operations.

    • Qualifications

  • Demonstrate proficiency in Desktop Analytics and Incident Management.
  • Possess strong experience in Desktop Management using SCCM.
  • Exhibit excellent communication skills in English both written and spoken.
  • Have a solid understanding of service desk operations and best practices.
  • Show ability to work effectively in a team-oriented environment.
  • Display strong problem-solving skills and attention to detail.
  • Be adaptable to changing priorities and able to manage multiple tasks simultaneously.

    • Certifications Required

  • ITIL Foundation Certification Microsoft Certified: Modern Desktop Administrator Associate
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