Deskside Engineer Full Time

About the job
Essential

Key requirements (Communication/skills/experience)

A minimum of 4 years’ experience of IT support in a corporate environment.
Troubleshooting in a corporate computing environment.
Investigation and diagnostic skills.
Microsoft Windows 10.
Microsoft Office 365 suite of Applications & Teams.
iPhone / iPad Technology and mobile apps.
General user administration tasks.
Data/voice cabling and patching.
Citrix XenApp/XenDesktop working experience.

Desirable

Experience working with Legal tools in the legal sector.
iManage Document Management System
Service Now ticket logging
Microsoft Certified Desktop Support Technician (MCDST) or above.
Working knowledge of ITIL/Service management best practice.
Accredited ITIL certification (Foundation level).
Experience in leading small projects.

Competencies (Non-Technical)

Good, confident communicator in English.
Positive attitude, well-motivated, keen to learn. Willing to work on a full range of support activities.
Able to work independently, take responsibility and the initiative as necessary to resolve support issues.
Commitment and energy – there will be times when work needs to be completed outside of normal office hours.
Good interpersonal skills – ability and drive to work well as part of a team.

Role Summary/purpose Of Job

General IT service and user support to all levels of colleagues both face to face and via email/telephone.
Logging support requests and incidents;
The monitoring and completion of issues and requests received by the IT Service Desk. This may involve escalation to local and international support teams.
Troubleshoot problems, use diagnostic tools as needed and escalate the problem to a more skilled technician as needed.
Liaising with regional offices and third-party suppliers to resolve user support issues.

IT Responsibilities

Key responsibilities and deliverables

Responsible for all IT support queues
Meeting agreed Service Target Levels according to Terms of Engagement
Development of Knowledge Bank
Effective liaison with colleagues and all IT teams to provide a seamless, customer focused support service.
Responsive and timely assistance for all colleagues seeking assistance.
Embedding ITIL Service Management in the region
Liaising with colleagues on complex IT tasks and delivering appropriate and innovative solutions
Provision of training to colleagues, as required.
Generating and researching innovative technology and process ideas

Quality & Process

Effective monitoring and accurate logging and resolution of relevant calls in the firm’s ticketing system.
Ensure that any acquired knowledge is entered into Service Now KB.
Escalate calls intelligently and appropriately.
Comply with Terms of Engagement when passing calls to other IT teams.
Communicate clearly and frequently with colleagues and visitors regarding open issues.
Set expectations for customers so they understand how and when their issues/requests will be addressed.
Perform agreed recurring administration tasks.
Assist in the accurate administration of accounts and systems, as required.
Provide innovative suggestions for technology or processes and pursue via the research pipeline.

Professionalism

Adopt a customer centric approach and relate to colleagues and visitors in a friendly and professional manner (responsive, considerate, empathic, setting expectations, positive attitude, good follow up etc.).
Personal attire and presentation are of paramount importance in this customer facing role. Must be professional and smartly always dressed.
Good attendance record and minimal lateness.
Attend and contribute constructively to team meetings and Front Office meetings.
Effective team working (cooperation, respect, sharing, good humour, open minded, supportive etc.).
Good communication skills (verbal and written, frequency, clarity, succinct etc.)
Positive contact with external and internal clients (responsive, consideration of their needs, good follow up etc.).
Management of self/time/resources (accuracy, planning, meet deadlines, consistency, reliability etc.).
Follow departmental processes and maintain documentation and logs as required.
Comply with all HR policies, as documented on the intranet.
Participate in the IT community and contribute to our IT strategy and its goals.

Employee Status : Full Time Employee

Shift : Day Job

Travel : No

Job Posting : Jun 21 2023

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 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.