Service Desk Lead

1 week ago

Sydney, Australia Cognizant Full time

What makes Cognizant a unique place to work? The combination of rapid growth and an international and innovative environment This is creating many opportunities for people like YOU — people with an entrepreneurial spirit who want to make a difference in this world.

At Cognizant, together with your colleagues from all around the world, you will collaborate on creating solutions for the world's leading companies and help them become more flexible, more innovative and successful. Moreover, this is your chance to be part of the success story.

**Position Summary**:
**Mandatory Skills**:

- Level 1 technical support experience for a minimum of 4 years.
- Knowledge of ITSM and ITIL process frameworks.
- Certified ITIL professional.
- Sound understanding of end to end incident lifecycle management.
- Proficiency in working with support tools of ServiceNow, SCCM ,RDP, and Citrix.

**Duties and Responsibilities**:

- Remediate issues wherever possible with the help of SCCM, RDP, and Citrix
- Highlight incidents/request which breached deadlines.
- Identify the root-cause of a failed incident and provide corrective action and preventive actions through problem management on ServiceNow.
- To keep the process owners aware of what is impacting the business.
- To be notified on all major Incidents that impact the business/revenue/tools/delivery.
- To be in complete capacity of ensuring SLA are respected by all vendors
- Transitioning of new technologies from project to BAU, with complete hands-on expertise
- Store visits along with SDMs.
- Checking active directory and other cloud solutions like Azure Admin and Google admin for resolving access provisioning issues.
- Performing checks on routers, access points, check-outs, registers, etc to keep the devices operating within thresholds.
- Responsible for planning and coordinating all the activities required to perform, monitor, and report on incident management.
- Responsible for communicating with the incident process owner.
- Point of contact for all major incidents.
- Manage escalated incidents to provide priority solution with timely follow ups & adequate communication
- Monitor the incidents to ensure that the service level agreements are respected.
- Identify, initiate, schedule, and conduct incident reviews.
- Provide guidance to the incident process coordinators.
- Identification of new process and creation of documentation for the process.
- Indulge in physical remediation for project related activities.
- Act as back support to the extended team during BCP situation.

**Salary Range**:$67,000-$77,000

**Date of posting**:04/11/2024

**About Cognizant**:
LI-CTSAPAC

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