SENIOR FIELD SERVICES ANALYST

Job Summary COGNIZANT IS LOOKING FOR DESKSIDE SUPPORT Ensure the Desktop Support Prioritize and escalate incidents for both internal and external clients.
The single point of contact for rapid restoration of normal services.
Ensure timely and appropriate escalation to specialists within the IT team.
Provide L2 L2.
Support for user issues over call email chat.
Language - Regional language is added advantage Responsibilities Responsible for resolving or correctly triaging alerts generated for Infra database application etc.
Receiving end user calls and Provide first level resolutions.
Monitoring health of Desktop Support Remote network and IT Infrastructure Performing daily proactive health check of the infra and applications as documented by L2 L3 teams Desktop Support - Ensure service requests are directed and actioned by the appropriately skilled staff.
Project participation.
Active and strong participation across a number of different areas within the IT department and business areas Provide systems support for Desktop SOE encompassing a varied number of platforms and applications Asset and Inventory Management Laptop Build Delivery.
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.
The Cognizant community.
We are a high caliber team who appreciate and support one another.
Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
Cognizant is a global community with more than associates around the world.
We don’t just dream of a better way – we make it happen.
We take care of our people, clients, company, communities and climate by doing what’s right.
We foster an innovative environment where you can build the career path that’s right for you.
About us.
Cognizant (Nasdaq-100.
CTSH) is one of the world's leading professional services companies, helping organizations modernize technology, reimagine processes and transform experiences so they stay ahead in a fast-changing world.
Our commitment to diversity and inclusion.
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion.
We are dedicated to nurturing a community where everyone feels heard, accepted and welcome.
Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.
Disclaimer:  Compensation 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.
Applicants may be required to attend interviews in person or by video conference.
In addition, candidates may be required to present their current state or government issued ID during each interview.