Service Desk

Cognizant

5 - 7 years

Chennai

Posted: 29/11/2024

Job Description



Job Summary

We are seeking a Technical Lead with 2 to 5 years of experience to join our dynamic team. The ideal candidate will have expertise in SCCM administration Desktop Management with SCCM ServiceNow ITSM and Desktop Support. This role operates on a hybrid model with day shifts and does not require travel. The successful candidate will play a crucial role in ensuring seamless desktop management and support services.


Responsibilities

  • Oversee the administration and maintenance of SCCM to ensure optimal performance and reliability.
  • Provide technical support and troubleshooting for desktop management issues using SCCM.
  • Implement and manage desktop configurations and software deployments through SCCM.
  • Utilize ServiceNow ITSM for incident management problem resolution and service requests.
  • Ensure timely resolution of desktop support tickets and maintain high levels of customer satisfaction.
  • Collaborate with IT teams to develop and implement desktop management policies and procedures.
  • Conduct regular system audits and generate reports to monitor the health and performance of desktop environments.
  • Lead efforts to automate routine desktop management tasks to improve efficiency and reduce manual intervention.
  • Provide training and guidance to end-users on best practices for desktop usage and maintenance.
  • Coordinate with vendors and third-party service providers for hardware and software support.
  • Maintain up-to-date documentation of desktop management processes and procedures.
  • Participate in the planning and execution of desktop hardware and software upgrades.
  • Ensure compliance with company policies and industry standards for desktop management and security.

  • Qualifications

  • Possess a strong background in SCCM administration and desktop management.
  • Demonstrate proficiency in ServiceNow ITSM for effective incident and problem management.
  • Exhibit excellent troubleshooting skills for desktop support in a hybrid work environment.
  • Have experience in automating desktop management tasks to enhance operational efficiency.
  • Show ability to collaborate effectively with cross-functional IT teams.
  • Display strong communication skills for providing training and support to end-users.
  • Maintain a proactive approach to system audits and performance monitoring.
  • Demonstrate capability to manage and document desktop management processes.
  • Have a keen understanding of industry standards and compliance requirements for desktop security.
  • Show experience in coordinating with vendors for hardware and software support.
  • Exhibit a customer-focused mindset with a commitment to high levels of service.
  • Possess the ability to plan and execute desktop hardware and software upgrades effectively.
  • Maintain a continuous improvement mindset to enhance desktop management practices.

  • Certifications Required

  • Microsoft Certified: Modern Desktop Administrator Associate ITIL Foundation Certification
  • About Company

    Cognizant is a global leader in technology and consulting services, helping businesses transform their operations through digital solutions. Specializing in IT services, including software development, business process outsourcing, and consulting, Cognizant supports clients across industries such as healthcare, financial services, manufacturing, and retail. With a focus on innovation, Cognizant assists organizations in modernizing their technology, improving operational efficiency, and enhancing customer experiences. Headquartered in the U.S., it is consistently ranked among the most admired companies in the world and is a member of the NASDAQ-100.

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