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    Team Leader - Leeds, United Kingdom - Cognizant

    Cognizant
    Cognizant Leeds, United Kingdom

    1 week ago

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    Description

    Cognizant has an exciting opportunity for an experienced and collaborative Service Delivery Lead to join our inclusive and thriving team.

    This full-time Service Delivery Lead role is based in Leeds.
    As a Service Delivery Lead, you will manage field and deskside services teams spread across Europe.

    You will ensure continuity of delivery to meet and exceed customer expectations and be accountable for compliance with customer policies.

    RSM will be the Customer' point of contact, He will be accountable for compliance with customer policies.
    Partner with Service desk and UX command center team.
    Manage and lead Field service technicians for Dedicated and Dispatch sites.
    Contribute, participate in lead account review meetings with Client leadership within a mutually agreed upon cadence.

    Manage Deskside/Field Service technical support to client devices and coordinate with UX command center team for maintenance and break/fix activities.

    Manage Deskside/Field Service technician resolving Incidents and Problems associated with EUC Devices and Software, and provide break/fix support, advice, and assistance to Client.

    Field service team adhere to Client's enterprise and workplace-specific security and data privacy policies.

    Responsible to manage Field service team supporting the End Users by copying data, performing backups and restoring data and backups to the replacement EUC Device.

    Manage Field service team provide updates to Incident and Problem tickets in the ticketing tool to reflect actions taken to resolve such Incident or Problems.

    Assets management, reconciliation and disposal coordination.

    Manage or oversee, as appropriate, all IMAC for all EUC-related Equipment, Software, and related Services at designated Client Sites.

    Dispose of the EUC Device in a manner that is in compliance Client-specific policies and procedures.
    Make sure Field Service team have dedicated on-site Provider Personnel who speak English and the applicable local language at Client Sites to provide EUC Services to the designated VIP End Users during local business hours as further defined in the Client ITSM Tool;
    Manage Field service team provide Equipment support including, Desktop Devices, Mobile Devices, display screens and video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, projectors,

    Provide the vendor management of OEM warranty for repair service including but not limited to corporate workstations & mobile devices – in most cases this includes preparing the defective equipment for shipment back to the OEM through the client's onsite shipping department including dispatch sites and tracking / managing the claim through the entire life cycle.

    Experience as a Lead supporting field support/Deskside technicians
    Excellent troubleshooting resolution skills of computer systems, mobile devices and other tech products, including mobile device management MDM, iOS/ Android, Mac, Windows and Linux

    You will be joining a network of some of the most creative, innovative and dedicated people in the industry with ample opportunities to learn and develop your career.

    Cognizant is an equal opportunities employer and we welcome all applications regardless of race, colour, gender, ethnic origin, nationality, religion or beliefs, disability, age, sexual orientation, political opinions or trade union membership
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