Junior Field Services Analyst

Cognizant
BR - Sao Paulo
July 1, 2024

Junior Field Services Analyst

Apply your talent and skills to help leading companies improve everyday life.

Who We Are
Cognizant (Nasdaq-100: CTSH) engineers' modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we are improving everyday life. See how at: ***

What You'll Do

As a Junior Field Services Analyst, you will be responsible for participate in EUC Field Service transition activities, attend Customer agreed locations to collect all customer processes relating to current delivery of Services around EUC & Field Services, among other activities.

Key Responsibilities:

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.
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 reviewing and verifying vendor invoices of hardware assets.

Skills and experience required:

Understanding of Desk side Support duties and process.
Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL.
Strong understanding and skills in SLA, KPI Management.
Should have knowledge on Service Desk operation and tools.
Good knowledge of ticketing tools (preferably Service Now).
Understand Service Desk Ticket concepts in Categorization, Priorities, Workflows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management etc.
Should have knowledge on MS Office and Teams.
Intermediate level knowledge of SCCM / Desktop Central, Intune, Printer Configuration, Imaging Machines, Triaging Break fix issues.

Technologies required:

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. Again, this is to enable understanding of process and requirements when assessing and collecting process requirements and relaying them.
Good mix of Transition (External customer), Delivery and project experience in EUC and FSO environment.

Desirable Skills:

Minimum Bachelor's or tecnhnical degree.
ITIL certification desirable.
MS and other technical certifications advantageous.
Experience in manufacturing/factory service delivery desirable.
ITIL professional is a big plus.

Language: Effective communication in English mandatory, any local languages or one of European Language is favorable.

CV: Please, attach your CV in English.

Why Cognizant?

A career in one of the largest and fastest growing IT services providers worldwide.
Ongoing support and funding with training and development plans.
A highly competitive benefits and salary package.
Opportunity to work for leading global companies.

Cognizant values diversity in our talent pool, so we encourage professionals with disabilities, LGBTQIA+, people in refugee situations, women, racial groups, and professionals 50+ to apply for all our advertised openings.

Read the full job description and apply online on the recuiter's web-site

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