EUC Site Lead

Desktop Support Technician

The Technical Lead role is pivotal in ensuring seamless desktop support and end-user experience through the use of Nexthink tools. With a hybrid work model the candidate will collaborate with teams to enhance IT service delivery. This position requires a proactive approach to problem-solving and a commitment to improving user satisfaction and operational efficiency.

Responsibilities:

• Lead the implementation and optimization of Nexthink tools to enhance end-user experience and IT service management.
• Oversee desktop support operations ensuring timely and effective resolution of technical issues in a hybrid work environment.
• Provide expert guidance and support to team members in troubleshooting and resolving complex technical problems.
• Collaborate with cross-functional teams to identify and implement improvements in IT service delivery processes.
• Monitor and analyze system performance metrics to proactively address potential issues and optimize resource utilization.
• Develop and maintain comprehensive documentation of support processes and procedures to ensure consistency and quality.
• Conduct regular training sessions for team members to enhance their technical skills and knowledge of Nexthink tools.
• Ensure compliance with company policies and industry standards in all technical support activities.
• Communicate effectively with stakeholders to provide updates on support operations and project progress.
• Drive continuous improvement initiatives to enhance user satisfaction and operational efficiency.
• Utilize data-driven insights to make informed decisions and recommendations for IT service enhancements.
• Support the development and implementation of strategies to improve remote work capabilities and user productivity.
• Foster a collaborative and inclusive team environment that encourages innovation and knowledge sharing.

Qualifications:

• Possess strong expertise in Nexthink tools and their application in end-user support environments.
• Demonstrate proficiency in desktop support operations with a focus on remote work models.
• Exhibit excellent problem-solving skills and the ability to troubleshoot complex technical issues.
• Have a solid understanding of IT service management principles and best practices.
• Show capability in analyzing system performance metrics and making data-driven decisions.
• Display strong communication skills and the ability to collaborate effectively with cross-functional teams.
• Maintain up-to-date knowledge of industry trends and emerging technologies relevant to desktop support.

Salary and Other Compensation:

Applications will be accepted until 11/1/2024. The Salary for this position will be 63,000 TO 74,000 yearly depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

What We Offer:

• The chance to work with impact. Here, you're empowered to bring your biggest thinking to help our company and clients improve everyday life.
• Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
• The opportunity to thrive on a high caliber team with heart. We celebrate each other's experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
• A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
• Flexible health and financial benefits to support you and your eligible dependents from day one.
• True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.

About Us:

Cognizant 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 (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2024) is consistently listed among the most admired companies in the world.

Other Employment-Related Information:

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.