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IT Support

Company: Cognizant
Location: Austin
Posted on: September 23, 2022

Job Description:

Team Lead Qualification: Bachelor's in Science/ Commerce/Engineering or equivalent Responsibility: Business/Customer: Perform SOP activities with business impact understanding of customer environment and contribute to improve SOPs. Adherence to customer security and compliance requirements. Implementation of approved change requests in line with customer change management process. Responsible for incident life cycle following ITIL / BIC frame work as applicable. Adherence to customer communication etiquette. Ensure stated productivity requirements are met for the engagement. Project/Process: Review CSAT feedback and ensure timely implementation of corrective actions. Participate in Critsit process to resolve the incident in a timely manner. Log and triage incidents. Coordinate with resolver groups vendors/carriers. Troubleshoot the escalated incident / problem and refer / escalate (functional and hierarchical) to the right groups (Vendors / Level 3 ). Provide inputs to FAQ database / KR / contribute towards updating knowledge articles. Contribution to continuous service improvement plans (CSI). Responsible to develop induction documents in consultation with relevant stakeholders for the project and ensure successful completion of induction process for new joiners. Effective floor Management. Team/People: Continually assess skill level and provide intervention assistance. Contribute to and participate proactively in knowledge sharing sessions. Encourage team individuals to participate in organization innovation programs. Act as a buddy for new hires. Makes recommendations on R&R for team / individual achievement. Makes recommendations to team lead on team's performance rating. Organization: Ensure team contributes and participates in all organizational technology events and knowledge sharing forums. Adherence to Organizational policies and processes (including Cognizant's security policies LP timelines etc). Participate in recruitment drives. Must Have Skills Service Desk App Support Desktop Support - Remote Service Desk Good To Have Skills Service Desk Asset Services Technical Skills SNo Primary Skill Proficiency Level Rqrd./Dsrd. 1 Service Desk App Support PL2 Required 2 Desktop Support - Remote PL2 Required 3 Service Desk Asset Services PL2 Desired 4 Service Desk PL2 Required Proficiency Legends Proficiency Level Generic Reference PL1 The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels. PL2 The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects. PL3 The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects. PL4 The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.

Keywords: Cognizant, Austin , IT Support, Other , Austin, Texas

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