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Cognizant
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Service Desk Engineer

Service Desk Engineer

Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

Cognizant

2 - 4 years

Chennai

Posted:5 days ago

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Job Description

Role & responsibilities

Key Responsibilities

Schedule and manage onboarding, replacement device, and remediation appointments using Microsoft Bookings.
Coordinate with HR, hiring managers, requestors, and end users to confirm appointment availability.
Send appointment reminders and ensure timely attendance.
Handle appointment rescheduling and no-show scenarios following established contact procedures]

User Onboarding & Device Setup

Support new hire onboarding and replacement device configuration.
Verify user details, start date, asset information, serial numbers, and delivery status before setup.
Perform remote device setup and configuration activities.
Configure and validate Outlook, Teams, OneDrive, VPN, Okta, Netskope, and approved business applications.
Conduct functionality testing for audio, video, camera, microphone, and screen sharing.

Customer Experience

Deliver high-quality customer service during appointment sessions.
Communicate professionally with users through phone, email, and Microsoft Teams.
Ensure users are successfully onboarded and productive upon completion of the appointment.

Required Skills

Technical Skills

Windows 10/11 and macOS support
Microsoft 365 (Outlook, Teams, OneDrive)
VPN and remote connectivity troubleshooting
Identity and access tools (Okta/MFA)
Endpoint configuration and device provisioning
ITSM tools such as ServiceNow

Soft Skills

Excellent verbal and written communication
Strong customer service orientation
Time management and scheduling coordination
Attention to detail and documentation accuracy
Problem-solving and troubleshooting skills

Qualifications

Bachelor's degree or equivalent experience.
2-5 years of Service Desk, EUC, Desktop Support, or Appointment Support experience.
Experience supporting onboarding and endpoint configuration activities preferred.
Knowledge of Microsoft Bookings and ITSM ticketing tools is desirable.

Key Performance Indicators (KPIs)

Appointment Attendance Rate
Appointment Completion Rate
First-Time Setup Success Rate
User Satisfaction (CSAT)
SLA Compliance
Ticket Documentation Accuracy
Appointment Backlog and Aging

Skills Required

IT services Ticketing Active directory Ticketing Tools Directory Desk Service desk IT service desk

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Work Mode

Work from Office

Job Type

Full Time

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Service Desk Engineer

Experience & Salary

Job Description

Role & responsibilities

Key Responsibilities

Schedule and manage onboarding, replacement device, and remediation appointments using Microsoft Bookings.

Coordinate with HR, hiring managers, requestors, and end users to confirm appointment availability.

Send appointment reminders and ensure timely attendance.

Handle appointment rescheduling and no-show scenarios following established contact procedures]

User Onboarding & Device Setup

Support new hire onboarding and replacement device configuration.

Verify user details, start date, asset information, serial numbers, and delivery status before setup.

Perform remote device setup and configuration activities.

Configure and validate Outlook, Teams, OneDrive, VPN, Okta, Netskope, and approved business applications.

Conduct functionality testing for audio, video, camera, microphone, and screen sharing.

Customer Experience

Deliver high-quality customer service during appointment sessions.

Communicate professionally with users through phone, email, and Microsoft Teams.

Ensure users are successfully onboarded and productive upon completion of the appointment.

Required Skills

Technical Skills

Windows 10/11 and macOS support

Microsoft 365 (Outlook, Teams, OneDrive)

VPN and remote connectivity troubleshooting

Identity and access tools (Okta/MFA)

Endpoint configuration and device provisioning

ITSM tools such as ServiceNow

Soft Skills

Excellent verbal and written communication

Strong customer service orientation

Time management and scheduling coordination

Attention to detail and documentation accuracy

Problem-solving and troubleshooting skills

Qualifications

Bachelor's degree or equivalent experience.

2-5 years of Service Desk, EUC, Desktop Support, or Appointment Support experience.

Experience supporting onboarding and endpoint configuration activities preferred.

Knowledge of Microsoft Bookings and ITSM ticketing tools is desirable.

Key Performance Indicators (KPIs)

Appointment Attendance Rate

Appointment Completion Rate

First-Time Setup Success Rate

User Satisfaction (CSAT)

SLA Compliance

Ticket Documentation Accuracy

Appointment Backlog and Aging

Skills Required

Learn the skills this job asks for

Work Mode

Job Type

More Jobs at Cognizant