Applicants must be authorized to work in the US without sponsorship. Please note, this role is not able to offer visa transfer or sponsorship now or in the future.
This role is for a Service Desk Associate with experience in service desk operations and desktop support within a day shift work from office model. The candidate will guide complex incident resolution, optimize support workflows and enhance user satisfaction while working closely with cross functional teams to ensure reliable and efficient end user technology services.
Job Description:
Manage day to day service desk operations to ensure timely resolution of incidents and requests while maintaining high service quality and user satisfaction levels
Coordinate Service Now ticket lifecycle from logging and triage through closure to ensure consistent categorization prioritization and documentation of all support interactions
Oversee desktop support activities for office based users by handling installations upgrades configurations and troubleshooting to maintain stable and secure endpoints
Implement continuous improvement initiatives for support processes by analyzing recurring issues and recommending changes that reduce incidents and enhance productivity
Guide complex technical issue resolution by collaborating with infrastructure and application teams to minimize business disruption and ensure clear communication to stakeholders
Monitor service performance metrics such as ticket volume resolution time and user feedback to identify improvement areas and drive data informed operational decisions
Develop and maintain standard operating procedures knowledge articles and troubleshooting guides to promote consistent handling of incidents and enable faster resolution
Coordinate with business partners to understand technology needs and translate them into practical support solutions that align with organizational objectives
Ensure adherence to security and compliance standards in all support activities by enforcing approved tools configurations and access controls to protect company assets and data
Provide technical coaching to junior team members in service desk and desktop support functions to help them enhance troubleshooting capabilities and customer interaction skills
Collaborate with Service Now administrators and process owners to refine workflows catalogs and automation opportunities that streamline user interactions and reduce manual effort
Assist in planning and execution of desktop hardware and software refresh activities ensuring minimal impact on users and alignment with enterprise standards
Communicate clearly with users in English through multiple channels to explain technical issues resolutions and preventive measures in a simple and respectful manner
Participate in problem management activities by analyzing root causes of major incidents and recommending sustainable fixes that improve overall system stability
What you’ll need to succeed:
Possess professional experience of three to seven years in technical support environments covering service desk Service Now and desktop support functions within large organizations
Demonstrate practical expertise in handling incident request and problem tickets using Service Now including categorization prioritization escalation and closure with detailed documentation
Show strong skills in supporting desktop operating systems office productivity tools endpoint security and remote troubleshooting technologies for enterprise users
Exhibit ability to interpret service performance reports identify trends and propose realistic improvements that enhance response time resolution quality and user satisfaction
Communicate fluently in English at a native level in both verbal and written forms with the capacity to explain technical topics in clear and inclusive language for nontechnical users
Apply structured troubleshooting methodologies to diagnose and resolve hardware software network and access issues while keeping users informed throughout the process
Display familiarity with IT service management concepts such as incident management request fulfillment change management and knowledge management aligned to industry practices
We are offering an annual compensation between $64,000-$74,000. 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.
Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
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。
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