Fw: Fwd: ServiceDesk Support - Cognizant - Bridgewater - NJ
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Ali Hamad
Jun 7, 2017, 4:05:10 PM6/7/17
to Selimiye IT
On Wednesday, June 7, 2017 3:02 PM, Minhaz Siddique <min...@gmail.com> wrote:
---------- Forwarded message ----------
From: Thoufiq Hussain <thou...@themesoft.com>
Date: Wed, Jun 7, 2017 at 2:57 PM
Subject: ServiceDesk Support - Cognizant - Bridgewater - NJ
To: "min...@gmail.com" <min...@gmail.com>
From: Thoufiq Hussain <thou...@themesoft.com>
Date: Wed, Jun 7, 2017 at 2:57 PM
Subject: ServiceDesk Support - Cognizant - Bridgewater - NJ
To: "min...@gmail.com" <min...@gmail.com>
Hi Minhaz,
Greetings from Themesoft,
Please find the requirement below,
Position : ServiceDesk Support
Location : Bridgewater - NJ
Term : Contract
Client : Cognizant
Job Description :
The Service Desk is the central point of contact between end-users on a day-to-day basis. The ServiceDesk scope of activities may include, but are not limited to:
• End-to-end tracking of tickets and escalating tickets to the appropriate resolver groups to restore normal service operations as quickly as possible.
• Setup, management and termination of the majority of account services.
• Assist with new user set up and permissions on the major platforms.
• Act as Single Point of Contact (SPOC) for all IT related support (Infrastructure, Applications, Business applications, Telephony, PDA, status updates and “How to” queries)
• Acceptance, entitlement validation and registration of customer contacts via phone, web, e-mail, Lync Chat or FAX with online reporting of the case status
• First Call resolution. Calls resolved at the Service Desk within the first call, without requiring a callback to the End-User.
• Clear, proactive and frequent communication to customers as to the progress of their incident or request
• Ownership and completion of issues identified as desk side support.
• Ownership of all incidents from inception through to resolution, including confirmation from the customer that resolution has been achieved
• Create knowledge base articles and publish tips and techniques for commonly seen incidents on a web page for customers
• Customer advice on the use of commonly used software
• Short term customer information on infrastructure and/or server status (Bulletin board on voice and web channels)
• Support to other support groups and Service Coordination with specialized in depth product and technology know how
• Involvement of third party support such as product suppliers, product databases and competence centers
• Interface to other Celgene and 3rd party Service Desks
• Retain a close contact with the 3rd level support
• Support and information to the IT Contacts in the Business Functions
• Enable access to knowledge database for other groups providing service to Celgene customers
• Escalation to internal staff to post incident trend. (ITGOM)
• Remote installation of company approved software and applications via Altiris Portal
• Remote control of end user devices to ensure proper troubleshooting and resolution of support call
• Active Directory password changes
• Removal of virus/malware items from end user computers
• Communication Skills
o Clear speaking abilities
o Customer Service Experience
o Willingness and ability to go above and beyond for the client
• HelpDesk experience
o Phone support experience neccesary
o Corporate Environment exposure
• Active Directory
o Ability to unlock accounts
o Ability to change passwords
o Understanding of different Domain / Local User Rights abilities
• Essential troubleshooting abilities
o How the Operating System works
o Knowledge and understanding of laptop hardware
o Software installation / Maintenance
o Knows how to ask the right questions to troubleshoot
o Internet Explorer – Tools, options, plug-ins, cache, etc
• GTA – or other similar remote control tool
o Working knowledge required
• VPN – Working knowledge
o Cisco AnyConnect or Cisco VPN 4/5.x for use with RSA
• RSA experience with Soft Tokens
• Microsoft Office Suite – heavy on Outlook
o Knowledge of OST usage, profiles, etc
• Mobile Devices
o Should have a working knowledge of Blackberry’s and iPhones. Android a bonus
• Basic Networking (LAN, WAN, Wifi, IP’s, etc)
o Mapping File Share servers, Print Servers, etc
• Virus / Malware removal experience
Optional Experience Requested
• BAS (Blackberry) experience
• GOOD / Airwatch experience
• iPad Experience
• Expert (SME) MS Office abilities (in any particular product, or all)
• Desktop Encryption
• Document Storage
Thanks,
Thoufiq Sultan
Technical Recruiter
Skype : thoufiq0221
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