Job Summary
Perform comprehensive system and desktop support activities within a hybrid work model by managing incidents and service requests through Service Now and related platforms. Provide timely resolution for Windows and end user issues while maintaining high service desk quality standards. Contribute to reliable technology operations that enable business productivity and positive user experience.
Responsibilities
- Handle end user incidents and service requests through Service Now with clear documentation and timely updates to ensure high satisfaction and reduced resolution time for business users.
- Provide detailed troubleshooting and resolution for Windows operating system and desktop environment issues to keep devices secure stable and consistently available for daily business operations.
- Manage service desk tickets from intake through closure while maintaining accurate categorization prioritization and escalation details to support efficient technology workflows.
- Perform remote desktop support activities using approved remote tools to diagnose and resolve hardware application and connectivity issues without disrupting user productivity.
- Monitor incident queues throughout the day and proactively follow up with stakeholders to ensure that open issues progress steadily toward resolution and do not impact critical business processes.
- Coordinate with application support and infrastructure teams by sharing clear technical findings and incident history so that complex problems are resolved quickly and aligned with technology standards.
- Apply knowledge of Windows configurations user profiles and access controls to address login problems software installation needs and performance concerns in a secure compliant manner.
- Maintain updated procedural knowledge base articles by capturing recurring incident patterns and solutions so that future service desk interactions become faster and more consistent.
- Support onboarding and offboarding activities by preparing account access configurations and desktop environment readiness that help new and departing personnel transition smoothly.
- Communicate incident status and resolution steps in an understandable manner to users and internal partners so that expectations are managed and technology changes are clearly recognized.
- Contribute to continuous improvement initiatives across incident management and service desk operations by analyzing ticket trends and suggesting practical changes to processes and tools.
- Follow organizational policies and security practices during all support activities to protect data privacy system integrity and adherence to regulatory and compliance requirements.
- Engage collaboratively with team members in the hybrid work environment through regular updates and shared task tracking so that support coverage remains consistent across remote and office days.
Qualifications
- Demonstrate hands on experience with structured incident management practices and ticket lifecycle handling that reflects at least one year of professional exposure in technology support.
- Exhibit strong familiarity with service desk operations and user communication etiquette that enables calm accurate and respectful interactions with diverse business stakeholders.
- Utilize practical experience working with Service Now or similar ticketing platforms including logging incidents prioritizing tasks and recording work notes with disciplined consistency.
- Apply working knowledge of Windows desktop environments including configuration troubleshooting and basic administration to resolve standard operating system related issues.
- Show proficiency in remote desktop support methods such as remote connectivity diagnosis and software setup that align with hybrid work models and distributed user bases.
- Display capacity to analyze incident trends and recurring problems in order to identify areas for process refinement and improved stability of desktop and system services.
- Demonstrate willingness to learn and grow within systems engineering and support domains by staying current with organizational standards new tools and evolving user technology needs.
コグニザントについて
コグニザント（NASDAQ: CTSH）は、AI Builderおよびテクノロジーサービスプロバイダーとして、お客様にフルスタックのAIソリューションを構築することで、AI投資と企業価値を結ぶ架け橋となっています。業界、ビジネスプロセス、エンジニアリングに関する当社の深い専門知識を活かし、組織固有のビジネス環境をテクノロジー・システムに組み込みます。これにより、人間の可能性を最大限に引き出し、確かな成果を実現するとともに、急速に変化する世界においてグローバル企業が常に一歩先を行くための支援を行っています。 詳細については、cognizant.ai をご覧ください。
雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。
Cognizantは機会均等雇用主です。応募および選考において、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、その他連邦法・州法・地方自治体の法律により保護されるいかなる特性に基づく差別も行いません。