Service Desk Support

☞ Cognizant

View: 103

Update day: 01-06-2024

Location: Silverstone East Midlands

Category: IT - Software

Industry: IT Services IT Consulting

Position: Associate

Job type: Contract

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Job content

Excellent opportunity for Service Desk & Field Support to be part of our Infrastructure services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, DevOps, Data Centres, End User Computing, Service Desk, Network Services and Environment Management Services

Roles and Responsibilities

  • To Manage all infrastructure and applications Events through the entire event lifecycle
  • Following Incident Management process for all Incidents resulting from infrastructure or application Events.
  • To Triage all Incidents to determine the appropriate Priority by evaluating the impact and urgency of the Incident.
  • Following SOP’s and determine whether the incident can be resolved within the team or the Incident requires escalation to a Resolver Group.
  • Updating documents pertaining to applicable procedures and work instructions (“Run Books”) to ensure that Events are responded to an appropriate and effective manner
  • Responsible For Incidents meeting the MIM criteria, team to engage with Technical Recovery Manager and/or Tower Lead, so that they in turn engage with AA Service Management team to declare an MI Conduct daily health checks as agreed by AA and produce report as required

Skillset

  • Experience in any incidents and requests relating to the Customers enterprise IT infrastructure including but not limited to:
  • Should have experience in Hardware (desktops, laptops, servers, phones, video conference, wireless devices, tablets, peripherals, printers, scanners, and other devices.
  • Experience in Systems Software (e.g., operating systems, utilities).
  • Strong experience in Database support and platform support.
  • Experience in 3rd Party connectivity and interfaces.
  • Network components (e.g., WAN LAN); and
  • Internet connectivity.
  • Application Incidents and “how to” support, including but not limited to:
  • Packaged commercial off-the-shelf (COTS) office productivity Software.
  • Applications deployed in Client
  • Experience in Desktop operating system.
  • Experience in Password and account provisioning support, including but not limited to: Password resets; and
  • Requests for End User account activation, suspension, and termination.
  • Account Administration for all supported applications
  • Service Requests, including but not limited to:
  • IMACDs requests.
  • VIP support requests; and
  • Scheduling and processing requests.
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Deadline: 16-07-2024

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