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    • Service Desk Lead - New South Wales - Cognizant

    Cognizant
    Cognizant New South Wales

    3 weeks ago

    Cognizant background
    Description

    What makes Cognizant a unique place to work?

    The combination of rapid growth and an international, innovative environment is creating many opportunities for people with an entrepreneurial spirit who want to make a difference in the world.


    Position Summary

    This position works as part of our client's IT team, which manages Technical Support for end users and systems across the ANZ region. The team supports complex hardware and applications in a retail environment, ensuring the infrastructure and its uptime are key enablers for user job functions.

    The role requires over 4 years of work experience in a technical support environment, including understanding of specific technology stacks, interfaces between custom hardware and application solutions, and processes defined across the customer organization.

    The position also involves managing hardware landscapes, software architectures, and installing/configuring applications/software across environments while delivering within set Business SLAs in a multi-partner environment with minimal downtime due to IT application or hardware issues.

    Mandatory Skills

    • Level 1 technical support experience for a minimum of 4 years
    • Knowledge of ITSM and ITIL process frameworks
    • Certified ITIL professional
    • IT support experience in Retail and Warehouse IT infrastructure environments - Hardware, applications, and various servers
    • Sound understanding of End-to-End Incident lifecycle management
    • Proficiency in working with support tools such as Service Now, SCCM, RDP, Citrix, etc.
    • Hands-on knowledge of access provisioning applications like Azure Admin, Google Admin, and Active Directory

    Roles and Responsibilities

    • Manage core health of IT applications like store central, SignIQ, R10 Central, and Warehouse Management systems using Splunk
    • Remediate issues wherever possible with the help of SCCM, RDP, and Citrix
    • Highlight incidents/requests that breached deadlines
    • Identify root causes of failed incidents and provide corrective actions and preventive measures through problem management on ServiceNow
    • To keep Process owners aware of what impacts business
    • To be notified on all major Incidents affecting business/revenue/tools/delivery
    • To ensure SLAs are respected by all vendors
    • Transitioning new technologies from project to BAU with complete hands-on expertise
    • Store visits along with SDMs
    • Checking Active Directory and cloud solutions like Azure Admin and Google Admin for resolving access provisioning issues
    • Performing checks on routers, access points, checkout registers, etc., to keep devices operating within thresholds
    • Responsible for planning and coordinating incident management activities, monitoring, and reporting
    • Communicate with Incident Process owner
    • Point of contact for Major Incidents
    • Manage escalated incidents to provide priority solutions with timely follow-ups and adequate communication
    • Monitor incidents to ensure Service Level Agreements are respected
    • Identify, initiate, schedule, and conduct incident reviews
    • Provide guidance to Incident Process Coordinators
    • Identification of new processes and creation of documentation for these processes
    • Participate in physical remediation for project-related activities
    • Act as backup support to the extended team during BCP situations

    Qualification & Certification

    • Minimum 4 yrs experience in Technical Support Environment
    • Must be a graduate
    • ITIL-Foundation Certified
    • Preferred acquaintance with ServiceDesk environment
    • Proficiency in ServiceNow for day-to-day reporting and usage
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