Team Member

12 hours ago

Bengaluru Karnataka, India Cognizant Full time

**Job summary**

Join our dynamic team as a Team Member where you will leverage your expertise in Desktop Analytics Incident Management and Desktop Management using SCCM. You will play a crucial role in ensuring seamless service desk operations and contribute to the overall efficiency of our IT services. This role requires strong English communication skills and offers a stable day shift work environment.

**Responsibilities**
- Manage and resolve incidents efficiently to ensure mínimal disruption to business operations.
- Utilize Desktop Analytics to monitor and optimize end-user tool performance.
- Implement and maintain Desktop Management solutions using SCCM to ensure system integrity.
- Collaborate with the service desk team to provide exceptional support and service to end-users.
- Analyze incident trends to identify areas for improvement and implement proactive solutions.
- Document and update incident management processes to enhance service delivery.
- Coordinate with cross-functional teams to ensure timely resolution of technical issues.
- Provide technical support and guidance to end-users to enhance their productivity.
- Conduct regular system audits to ensure compliance with organizational policies.
- Develop and maintain knowledge base articles to facilitate efficient incident resolution.
- Monitor service desk performance metrics and report on key performance indicators.
- Ensure adherence to service level agreements and escalate issues as necessary.
- Participate in continuous improvement initiatives to enhance service desk operations.

**Qualifications**
- Demonstrate proficiency in Desktop Analytics and Incident Management.
- Possess strong experience in Desktop Management using SCCM.
- Exhibit excellent communication skills in English both written and spoken.
- Have a solid understanding of service desk operations and best practices.
- Show ability to work effectively in a team-oriented environment.
- Display strong problem-solving skills and attention to detail.
- Be adaptable to changing priorities and able to manage multiple tasks simultaneously.

**Certifications Required**
- ITIL Foundation Certification Microsoft Certified: Modern Desktop Administrator Associate

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