End User Support (Onsite)

Practice - CIS - Cloud, Infrastructure, and Security Services

About Cloud Infrastructure & Security Services: Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS), is all about embracing digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the rapidly evolving needs of the digital era. Our holistic approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to run the business in a secure environment.

*You must be legally authorized to work in United States without the need of employer sponsorship, now or at any time in the future *

This is an Onsite position open to any qualified applicant in the United States

Job Title: End User Support (Onsite)

• Participate in EUC Field Service transition activities
• Assist and be part of Knowledge gathering and documentation from External Customers and/or Incumbents
• Analysis of Service provision and resourcing based on SLA's, Assets, Call Volumes, Site criticality and customer requirements.
• Due Diligence with customer prior to RFP & BAFO submissions.
• Attend Customer agreed locations to collect all customer processes relating to current delivery of Services around EUC & Field Services.
• Build Process Document of current service for the customer and Partner.
• Work closely with our Third Party Partner
• Understanding of Desk side Support duties and process
• Demonstrable understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL.
• Active management and coordination of workload in the region
• Review of open and assigned tickets as advised by the tower lead
• Assist delivery lead in reviewing and verifying vendor invoices of hardware assets
• Good understanding and skills in SLA, KPI Management

• ITIL professional is helpful
• Should have knowledge on Service Desk operation and tools
• Good knowledge of ticketing tools (preferably Service Now)
• Understand Service Desk Ticket concepts in Categorization, Priorities, Work Flows for all various types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management etc.
• Should have knowledge on MS Office and Teams
• Intermediate level knowledge of SCCM / Desktop Central, Intune, Printer Configuration, Imaging Machines, Triaging Breakfix issues
• Good understanding of End User Computing IT infrastructure Devices to enable understanding of process and requirements - Desktops, Laptops, Printers, Handhelds, Smartphone etc.
• Good understanding of skills in Microsoft Windows & MAC desktop operating systems and business efficiency applications such as Microsoft Office. Again this is to enable understanding of process and requirements when assessing and collecting process requirements and relaying them.
• Expert in escalation management
• Strong Interpersonal skills and Customer Relationship skills
• Problem solving and root cause analysis
• Good mix of Transition (External customer), Delivery and project experience in EUC and FSO environment.
• Candidate should have good understanding of Desk side desktop support including incident/request, and break fix

• Minimum Bachelor's or technical degree
• ITIL certification desirable
• MS and other technical certifications advantageous

Applications will be accepted until April 30, 2025.

The annual salary for this position is between $37,000 - $68,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.