Unified Service Desk Lead - Desktop support

Job Summary

Cognizant Technology Solutions Asia Pacific Pte. Ltd
IT/Computers - Software
Kuala Lumpur
Years of Experience
2 - 10 years
Posted On
4th Dec 2019
ITIL,Capacity and disaster management,Environment provisioning,Load Balancer,Incident ManagementTroubleshooting,Desktop Support,Desktop engineer,Servicenow,Windows,L1,L2 support,ticket handling,ITIL V3 ,Troubleshoot

Job Description:

Job Description:
  • 3-4 years' experience in managing Service Desk i.e. Manage engine/Fresh desk. Technical Support background and should have overall 6-8 Years of experience.
  • Developing Service Desk process and workflows, adopting ITIL best practices where possible.
  • A sound understanding of customer service delivery in an IT environment and service management methodologies (such as ITIL).
  • Contributing to the Change Management Process
  • Leading incidents and requests to resolution
  • SLA Management.
  • Train and support help desk representatives and technicians.
  • Producing statistics and management reports.
  • Prepare & maintain Monthly, Quarterly and Yearly reports/presentations for the process to the Organization.
  • Arranging staff training and awareness sessions.
  • Understanding of AS400 systems
  • Field incoming tickets / Phone calls / Chat from end-users to resolve application issues.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Prioritize, schedule, and administer all instances where issues are reported.
  • Perform user guidance at Level 1 and 1.5 wherever possible and strive for first call resolution.
  • Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Communicate application problems and issues to key stakeholders, including Management, Development teams, End-users, and Managers.
  • Working experience in Service Now is a mandate.
  • Identify and learn appropriate software applications used by End User.
  • Must have customer service, accurate and logical problem solving and communication skills, and the ability to work in a team environment.

About Us:

Cognizant is a global leader in business and technology services that helps Clients bring the future of work to life – today – in a business environment that is being transformed by accelerating globalization, virtualization, and the shift toward cloud technologies.

We continuously seek the “best and the brightest” when we recruit new employees, and we’re consistently an “employer of choice” at leading engineering and business schools around the world. Our domain industry specialists have well-established backgrounds working with companies in the industries we serve.

Our teams and their talent are a principle reason that we consistently outperform the competition.