Job Summary
Serve as a technical lead in a hybrid work model guiding remote desktop support and IT service management for Windows based environments across a global enterprise. Apply strong troubleshooting expertise to ensure stable and secure end user services while mentoring team members and optimizing support processes. Contribute domain awareness in life and annuities insurance to align technology services with business outcomes.
Responsibilities
- Lead end user support operations for remote and onsite Windows based desktops to ensure timely and high quality service for business stakeholders across the enterprise.
- Coordinate complex incident handling and request fulfillment through structured IT service management practices that drive predictable and reliable outcomes.
- Guide root cause analysis for recurring desktop and application issues to reduce incident volumes and improve long term service stability.
- Define and enhance service workflows in the IT service management platform to streamline ticket triage prioritization and resolution for the support team.
- Oversee configuration and maintenance of Windows operating systems and core productivity tools to maintain secure and compliant end user environments.
- Collaborate with infrastructure security and application teams to diagnose cross functional problems and deliver integrated technical solutions for end users.
- Provide advanced technical escalation support for remote desktop tools user profiles and peripheral devices to minimize downtime and user disruption.
- Document standard operating procedures troubleshooting playbooks and knowledge articles so that the support team can resolve issues efficiently and consistently.
- Monitor service performance metrics such as response time resolution time and user satisfaction scores to identify trends and improvement opportunities.
- Coordinate planned maintenance and change activities impacting user desktops ensuring appropriate communication validation and rollback planning.
- Align technical decisions with organizational policies and regulatory expectations particularly where systems support life and annuities insurance processes.
- Mentor support engineers by sharing technical guidance and practical troubleshooting techniques that raise overall team capability and confidence.
- Support continuous improvement initiatives by evaluating new tools automation options and methods that enhance productivity and service reliability.
Qualifications
- Possess extensive experience in IT service management with practical application of incident problem and change practices in a large enterprise context.
- Demonstrate strong hands on expertise with Windows desktop environments including configuration patching performance tuning and application support.
- Bring proven experience in remote desktop support including remote tools login issues profile management and connectivity troubleshooting.
- Show familiarity with life and annuities insurance concepts so that technical solutions align with policy administration claims and customer service operations.
- Communicate clearly with technical and nontechnical stakeholders using structured updates and documentation to support efficient decision making.
- Apply analytical thinking and systematic troubleshooting methods to isolate root causes and propose durable solutions for complex support issues.
- Exhibit ability to work effectively in a hybrid work model managing time collaboration and priorities across remote and office based interactions.
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
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