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.
À propos de Cognizant
Cognizant (NASDAQ : CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif : améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus : cognizant.ai ou @cognizant.
Renseignments suppplémentaires sur l'emploi
Les informations sur la rémunération sont exactes à la date de publication. Cognizant se réserve le droit de modifier ces informations à tout moment, conformément aux lois applicables.
Les exigences linguistiques varient selon les postes, mais nous demandons à tous les candidats d’avoir une connaissance de base de l’anglais afin de faciliter les communications internes à l’échelle de l’entreprise. Pour les postes basés au Québec, une maîtrise de l’anglais est requise puisque vous fournirez des services et collaborerez avec des parties prenantes situées hors de la province, qui ne parlent pas nécessairement le français.
Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, de l'information génétique, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée telle que décrite par les lois fédérales, provinciales ou locales.
Si vous avez un handicap qui nécessite un aménagement raisonnable pour rechercher une offre d'emploi ou poser une candidature, envoyiez un courriel à [email protected] avec votre demande et vos coordonnées.