Job Summary
Contribute as a systems engineer with a focus on service desk operations Service Now workflows Windows administration and desktop support for a hybrid workforce ensuring stable and secure technology services for business users while resolving incidents efficiently and driving continuous improvement in user experience and operational reliability across the organization.
Responsibilities
- Provide first level and second level support for end users through the service desk resolving incidents and service requests efficiently to maintain high levels of user satisfaction and operational continuity.
- Administer and maintain Service Now tickets by categorizing prioritizing and updating records accurately to ensure clear communication and traceability of issues from creation through closure.
- Troubleshoot Windows operating system issues including login problems performance degradation and application errors to restore normal service quickly and minimize business disruption.
- Configure and support desktop and laptop environments for hybrid workers including setup user profile configuration and basic network connectivity to enable seamless work from office and remote locations.
- Install update and verify approved software and security patches on Windows endpoints to reduce vulnerabilities and maintain compliance with corporate standards.
- Collaborate with application teams and infrastructure teams to escalate complex incidents share diagnostics and follow through on resolutions that require cross functional expertise.
- Monitor key service desk metrics such as response time resolution time and ticket volume to identify patterns recurring issues and opportunities for process optimization.
- Document troubleshooting steps workarounds and known error records in a structured knowledge base to enable faster resolution of future incidents by the wider support team.
- Assist in onboarding and offboarding activities including account setup access requests and device preparation to ensure smooth transitions for new and exiting personnel.
- Communicate clearly and empathetically with users in both written and verbal form setting accurate expectations for resolution timelines and providing status updates until closure.
- Participate in routine system health checks for Windows devices such as disk utilization antivirus status and update compliance to prevent incidents before they impact users.
- Contribute to small improvement initiatives focused on service desk workflow refinement template creation and automation in Service Now to enhance efficiency and consistency.
- Adhere to information security and data protection guidelines in all support activities to protect company information assets and maintain regulatory compliance.
Qualifications
- Possess a degree or equivalent education in information technology computer science or a related discipline that supports a strong foundation in systems and desktop concepts.
- Bring practical experience of one to three years working in a service desk or technical support environment handling incident logging classification and resolution for business users.
- Demonstrate hands on proficiency with Service Now modules for incident management and request fulfillment including ticket updates assignment and basic reporting.
- Show solid technical expertise in Windows operating systems including user account settings local policies common configuration tasks and basic command line utilities.
- Exhibit strong skills in desktop and laptop support covering hardware peripherals printers standard office applications and secure remote access solutions.
- Display effective communication and customer service abilities that enable clear explanation of technical steps to non technical users and management of expectations.
- Prefer prior exposure to hybrid work support scenarios including remote troubleshooting through remote assistance tools and collaboration platforms.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。