EUC Field Services Support

5 days ago

Sunshine Beach, Queensland, Australia Cognizant Technology Solutions Australia Pty Ltd Full time $60,000 - $120,000 per year

Cognizant is looking for a EUC Field Services Support in developing customized product for our clients. The role is expected to drive technology discussions and analyze the current landscape for gaps in addressing business needs. Cognizant needs a motivated individual to challenge the status quo and provide thought leadership/best practices to enhance our current services and technologies.

Job Title: EUC Field Services Support

Location: Sunshine Coach,Queensland,Australia

Duration : Full Time

Responsibilities:

EUC (End User Computing) Field Support role involves providing onsite, hands-on technical support for a company's end-user devices and software, including troubleshooting hardware (desktops, laptops, printers, mobile devices), resolving software issues, performing installations and moves (IMACD), and supporting audiovisual equipment.

Key responsibilities include managing Incidents, Service Requests, maintaining documentation, and ensuring user satisfaction within agreed service levels, often requiring coordination with other IT teams and vendors.

Key Responsibilities:

  • Hardware and Software Support: Diagnose and resolve technical issues on desktops, laptops, mobile devices, printers, and other end-user hardware.
  • IMACD Services: Manage the physical installation, moving, adding, changing, and de-installing of end-user IT hardware and software.
  • Audiovisual(AV) and Collaboration Equipment: Provide hands-on support for meeting room technology, including presentation and collaboration systems.
  • Service Deskand Incident Management: Handle first-level technical support requests, manage incidents, and resolve issues in line with Service Level Agreements (SLAs).
  • Knowledge Management: Document solutions and update knowledge base articles to improve future troubleshooting efforts.
  • Coordination: Work with other IT infrastructure teams to resolve issues that impact end-users.
  • Vendor Management: Coordinate with original equipment manufacturers (OEMs) for hardware repairs and other external service providers.
  • Customer Service: Deliver high-quality, customer-focused support in a hands-on, enterprise environment.

Common Tools and Technologies:

  • IT Service Management (ITSM): Experience in ServiceNow  for managing service requests, incidents, and documentation.
  • Endpoint Management: Experience in Microsoft Intune and System Center Configuration Manager (SCCM) for deploying, managing, and patching devices.
  • Directory Services: Experience with Active Directory (AD) and Group Policy Objects (GPO) is often required.
  • Operating Systems: Proficiency in managing and supporting Windows operating systems is essential.

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