SME-Store&Enterprise Helpdesk

Overview

What makes Cognizant a unique place to work? The combination of rapid growth and an international and innovative environment. This is creating opportunities for people with an entrepreneurial spirit who want to make a difference.

At Cognizant, together with colleagues from around the world, you will collaborate on creating solutions for leading companies and help them become more flexible, innovative, and successful.

Position Summary

This position, under this nomination, works as part of our client's IT team which manages Technical Support for end users and systems across the ANZ region in a retail environment. This infrastructure and its uptime are key enablers for users to perform their job functions.

The position requires over 4 years of work experience in a technical support environment with an understanding of the technology stack and the interfaces between custom hardware and application solutions, along with customer-organization processes and procedures.

The role also requires understanding the hardware landscape, software architecture, installation and configuring of applications/software across environments, and acting as custodian while delivering within set Business SLAs in a multi-partner environment with minimal downtime due to IT application or hardware in the customer environment.

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 environment - Hardware, applications and various servers
• Sound understanding of End-to-End Incident lifecycle management
• Proficiency in working with support tools such as ServiceNow, SCCM, RDP, Citrix
• Hands-on knowledge of access provisioning applications like Azure Admin, Google Admin and Active Directory

Duties and Responsibilities

• Manage core health of IT applications like store central, SignIQ, R10 Central, Warehouse Management systems using Splunk
• Remediate issues with the help of SCCM, RDP and Citrix
• Highlight incidents/requests that breached deadlines
• Use ITSM applications like ServiceNow to highlight trends of issues reported
• Identify root cause of failed incidents and provide corrective and preventive actions through problem management on ServiceNow
• Keep process owners informed of factors impacting the business
• Be notified on major incidents that impact business/tools/delivery
• Ensure SLAs are respected by all vendors
• Transition new technologies from project to BAU with hands-on expertise
• Store visits along with SDMs
• Check Active Directory and cloud solutions like Azure Admin and Google Admin for access provisioning issues
• Perform checks on routers, access points, check-outs, registers, etc. to keep devices operating within thresholds
• Plan and coordinate activities required to perform, monitor, and report on incident management
• Communicate with the Incident Process owner
• Be a point of contact for all Major Incidents and manage escalated incidents with timely follow-ups
• Monitor incidents to ensure Service Level Agreements are respected
• Identify, initiate, schedule and conduct incident reviews
• Provide guidance to Incident Process Coordinators; document new processes
• Support project-related remediation activities
• Act as back-up to the extended team during BCP situations

Qualifications & Certifications

• Minimum 4 years of experience in technical support environment
• Must be a graduate
• ITIL Foundation Certified
• Preferred familiarity with ServiceDesk environments
• Proficiency in ServiceNow for day-to-day reporting and usage

Salary Range: $80,000 to $90,000

Cognizant is committed to providing Equal Employment Opportunities. Successful candidates will be required to undergo a background check.