Cognizant Infrastructure Services - Service Delivery - Systems Engineer

Job Description: Desktop Support Engineer LEAD
Onsite Day 1 - Santa Clara, CA
Max Vendor Rate: $$.$$-50
• Provide onsite/remote end user support on multiple computer platforms: Windows, Macintosh, UNIX and mobile devices.
• Provide OS support for end users includes troubleshooting, imaging, and new deployments.
• Provide Hardware Support - For Dell/Lenovo branded Laptop & Desktops including troubleshooting & isolating issue and perform parts/service calls for onsite and remote users
• Provide end user support for multiple enterprise applications including e-mail, calendar scheduling, word processing, spreadsheets, presentations, Internet browsers like MS Office 2016 and Office 365, Symantec Antivirus, PGP/Bitlocker, Cisco VPN, Webex other applications bundled with user machines
• Provide mobility support for end users mobile devices includes basic installation and troubleshooting.
• Assist move support/Post Moves Support
• Mobile Apps - Basic install and troubleshoot native app.
• Loaner device support - For Laptops, mobile & peripherals.
• Manage the user accounts in Active Directory such as password reset, account unlock etc.
• Provide services to users spread across multiple locations and collaborating remotely with staffs in remote locations
• Understanding scope, limitations and providing best efforts
• Creating awareness and education to our customers.
• Encouragement to use available self-service initiatives (Password Reset, Duo portal, Wiki pages) and Vending Machines (Green Machine, Hardware Depot - Techs to understand the offerings and stock)
• All incidents and requests need to be consistently recorded into ServiceNow
• Escalate the tickets, as required, via the Service Now ticket assignment to the appropriate group
• Understand and adhere to ITIL processes such as Incident, Request fulfilment, Change and Problem management.
• Ensure all the tickets assigned are resolved within the agreed SLAs.
• Provide VIP (White glove) support.
As a Technical Lead
• Manage the daily operations such as work/Ticket assignment, prioritize backlogs, monitor SLA breaches etc.
• Responsible to guide the team in resolving new/unknown technical issues and document the solution.
• Coordinate with team and SMEs to perform Root Cause Analysis for top/new issues
• VIP (Executives) white glove support (based on demand)
• Participate in CRB meetings and understand the impact for Deskside due to upcoming network/application maintenance/upgrades
• Monitor the VIP dashboard and assign task to himself/resource to take actions. (Specific to Santa Clara location)
• Responsible for Data reporting, preparing weekly, Monthly performance report on tickets handled, resolved, customer Satisfaction scores and other client requested ad hoc report.
• Prepare and present weekly, monthly performance data of the team on all KPIs.
• Responsible for CSAT/DSAT analysis, Daily Dashboard, KPI analysis and share inputs to delivery manager for weekly/monthly meetings.
• Drive and participate in operation/technical meetings and track action items for closure in collaboration with delivery manager.
• Deep dive analysis of top contributors proposes service improvements and identify automation opportunities by collaborating with team and delivery manager.
• Report incident/request patterns (impact for multiple users), related issues to DM & Client.
• Perform ticket quality audits from technical perspective and share feedback to analysts.
• POC for all technical guidance/escalations within team.
• Conduct technical interviews for resource requirement.
• Conduct training and knowledge transition to new resource.
• Responsible to be as backup for the Delivery manager during his/her absence.
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