Service Desk

1 week ago

Chennai Tamil Nadu, India Cognizant Full time

**Job Summary**

**Responsibilities**
- Oversee the administration and maintenance of SCCM to ensure optimal performance and reliability.
- Provide technical support and troubleshooting for desktop management issues using SCCM.
- Implement and manage desktop configurations and software deployments through SCCM.
- Utilize ServiceNow ITSM for incident management problem resolution and service requests.
- Ensure timely resolution of desktop support tickets and maintain high levels of customer satisfaction.
- Collaborate with IT teams to develop and implement desktop management policies and procedures.
- Conduct regular system audits and generate reports to monitor the health and performance of desktop environments.
- Lead efforts to automate routine desktop management tasks to improve efficiency and reduce manual intervention.
- Provide training and guidance to end-users on best practices for desktop usage and maintenance.
- Coordinate with vendors and third-party service providers for hardware and software support.
- Maintain up-to-date documentation of desktop management processes and procedures.
- Participate in the planning and execution of desktop hardware and software upgrades.
- Ensure compliance with company policies and industry standards for desktop management and security.

**Qualifications**
- Possess a strong background in SCCM administration and desktop management.
- Demonstrate proficiency in ServiceNow ITSM for effective incident and problem management.
- Exhibit excellent troubleshooting skills for desktop support in a hybrid work environment.
- Have experience in automating desktop management tasks to enhance operational efficiency.
- Show ability to collaborate effectively with cross-functional IT teams.
- Display strong communication skills for providing training and support to end-users.
- Maintain a proactive approach to system audits and performance monitoring.
- Demonstrate capability to manage and document desktop management processes.
- Have a keen understanding of industry standards and compliance requirements for desktop security.
- Show experience in coordinating with vendors for hardware and software support.
- Exhibit a customer-focused mindset with a commitment to high levels of service.
- Possess the ability to plan and execute desktop hardware and software upgrades effectively.
- Maintain a continuous improvement mindset to enhance desktop management practices.

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

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