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.
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。