Technical Lead - Deskside Support Technical Lead - Deskside Support …

in Hong Kong, Hong Kong, Hong Kong
Permanent, Full time
Be the first to apply
in Hong Kong, Hong Kong, Hong Kong
Permanent, Full time
Be the first to apply
Technical Lead - Deskside Support

Job Summary: Technical Lead - Deskside Specialist
Experience: 7+ years
Work location: Hong Kong

Job Description:

  • Technician cum lead for Onsite Deskside support in providing ITIL based Incident Management, Problem Management and Request fulfillment service
  • anaging the daily operations (Work assignment - unassigned queue management)
  • E nsure team delivering as per the agreed scope and contractual agreements (SLA/KPI's)
  • Collaborate with Regional IT Managers, Servicedesk, Network and other Resolver Groups (to identify Left shift initiatives, Training opportunities, Ticket avoidance opportunities and Sharing the best practices) in understand the impact for Deskside due to upcoming network/application maintenance/upgrades
  • Driving the team, customer meetings and track action items for closure along with delivery manager
  • Coordinate with team and SME's to perform Root Cause Analysis for top/new issues
  • Deep dive analysis of top contributors, propose service improvements and identify automation opportunities
  • CSAT analysis (ticket closure survey responses) and Customer escalation management
  • Manage projects (AD-HOC requests on user/system moves) and allocate resources
  • Perform ticket quality audits and share feedback to Analysts
  • VIP (Executives) white glove support (based on demand)
  • Troubleshoot issues on multiple computer platforms: Macintosh, Windows, Linux, and mobile devices
  • Provide advanced support for multiple enterprise applications including: e-mail, calendar scheduling, word processing, spreadsheets, presentations, Internet browsers, as well as specialized department-specific applications
  • Experience providing services to organizations spread across multiple locations and collaborating remotely with staff in remote locations
  • Provide end user support for various models of the iPhone, Android, and other Active Sync mobile devices
  • Experience supporting corporate VOIP phone system
  • Experience with creating and managing accounts in Active Directory and Exchange
  • Experience supporting a video conferencing system
  • Good knowledge of various hardware types and form factors
  • Ensure that resolutions are consistent with company standards

About Cognizant:

Cognizant (NASDAQ-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 195 on Fortune 500 2017 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at or follow us on Twitter: Cognizant.