Cognizant is seeking an End User Computing /Field Services Lead for a full-time opportunity in Everett, WA.
The salary range for this role is between $82,000 to $102,000 depending on experience and qualifications of the candidate.
Applications will be accepted till 7/18/2024.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Disclaimer: The compensation and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Responsibilities:
· Lead EUC Field Service transition activities.
· Assist and be part of knowledge gathering and documentation from external Customers and/or Incumbents.
· Analysis of Service provision and resourcing based on SLA's, Assets, Call Volumes, Site criticality and customer requirements.
· Due diligence with customer prior to RFP & BAFO submissions.
· Attend customer agreed locations to collect all customer processes relating to current delivery of Services around EUC & Field Services.
· Create process document of current service for the customer and partner.
· Work closely with our Third Party Partner.
· Active management and coordination of workload in the region.
· Review of open and assigned tickets as directed by the tower lead.
· Assist delivery lead in revewing and verifying vendor invoices of hardware assets.
· SLA, KPI Management .
Qualifications:
· Good understanding of End User Computing IT infrastructure Devices to enable understanding of process and requirements - Desktops, Laptops, Printers, Handhelds, Smartphone etc.
· Good understanding of skills in Microsoft Windows & MAC desktop operating systems and business productivity applications ie Office.
· Experience with Service Desk Ticket concepts in Categorization, Priorities, Work Flows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management etc.
· Intermediate level knowledge of SCCM / Desktop Central, Intune, Printer Configuration, Imaging Machines, Triaging Breakfix issues
· Taking ownership of issues through to resolution on all appropriate requests.
· Experience in manufacturing is desirable.
· ITIl experience is a big plus.
· Strong oral , written and problem solving skills.
· Flexibility with respect to time - client deliverables need to be met with a can do attitude