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.
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.
À savoir avant de postuler
- Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
- Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
- L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
- Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
- Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
- Inclusion: 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, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.