Excellent opportunity for End User Services Lead to be part of our Cloud Infrastructure & Security 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, Security Services, DevOps, Data Centres, End User Computing, Service Desk, Network Services and Environment Management Services.
Key Responsibilities:
1. Technical Lead for End user support service management and leading a team.
2. Oversee technical operations, ensuring seamless service delivery and excellent problem-solving skills.
3. Incident resolution via phone, service desk tools or direct desk side engagement with the customer.
4. Overall understanding of desktop services and the supporting infrastructure.
5. Imaging and OSD. Knowledge of Software Installation / Upgrade / Rollouts.
6. Troubleshooting the Hardware and Software problems.
7. Troubleshooting experience needed along with knowledge on Desktop Operating Systems.
8. Analyze the ticket and issue, and work on identifying key opportunities to reduce human effort, as well as self-service and self-healing opportunities.
Key Skills and Experience:
1. Technical Lead experience in End user support service management and leading a team.
2. Oversee technical operations, ensuring seamless service delivery and excellent problem-solving skills.
3. Incident resolution via phone, service desk tools or direct desk side engagement with the customer.
4. Overall understanding of desktop services and the supporting infrastructure.
5. Must have knowledge in Imaging and OSD. Knowledge of Software Installation / Upgrade / Rollouts.
6. Troubleshooting the Hardware and Software problems.
7. Should have knowledge on Remote Tools.
8. Troubleshooting experience needed along with knowledge on Desktop Operating Systems.
9. Candidates should have hands-on experience or knowledge on Ticketing tools.
10. Analyze the ticket and issue, and work on identifying key opportunities to reduce human effort, as well as self-service and self-healing opportunities.
11. Should have experience in team collaboration and guide team.
12. Candidate must have experience in leading the team (3-4 team members).
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