Tecnico de Suporte Usuário Final

Cognizant
BR - Sao Paulo
June 18, 2024

RESPONSIBILITIES

Participate in 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

Understanding of Desk side Support duties and process

Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL.

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.

Strong understanding and skills in SLA, KPI Management

KNOWLEDGE:

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

Taking ownership of issues through to resolution on all appropriate requests.

This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

TECHNICAL SKILLS:

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.

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

BUSINESS SKILLS:

Ability to interact with customers so as to ensure that the service is polite, efficient and responsive.

Knowledge of in outsourcing and managed services

Highly proactive solution driven approach

Expert in escalation management

Strong Interpersonal skills and customer Relationship skills

Problem solving and root cause analysis.

Networking and building relationships (internal and external)

Being visible to customer and internal teams.

SKILLS, EXPERIENCE AND QUALIFICATION REQUIRED FOR THE POSITION:

Experience in manufacturing/factory service delivery desirable.

ITIL professional is a big plus.

Good mix of Transition (External customer), Delivery and project experience in EUC and FSO environment.

Candidate should have good understanding of Desk side desktop support including incident/requets, and break fix.

Should have very strong written and oral communication skills.

Flexibility with respect to time - client deliverables need to be met with a Can do attitude.

Excellent problem solving/quantitative/analytical skills.

Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels.

Location of work will be the client offices in the respective geography/location. Flexibility in relocation based on job requirements will be desired.

EDUCATION:

Minimum Bachelor's or tecnhnical degree

ITIL certification desirable

MS and other technical certifications advantageous

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

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