Job Summary
This role is for a technical lead in desktop support who will guide complex incident resolution optimize support processes and ensure stable and secure workstation environments in a hybrid work model. The role focuses on advanced troubleshooting stakeholder collaboration and continuous service improvement for day shift operations.
Responsibilities
- Lead daily desktop support operations by managing complex incidents and requests to maintain stable and secure end user computing environments for hybrid teams
- Provide advanced troubleshooting for operating systems productivity applications and endpoint hardware to restore user productivity with minimal disruption
- Coordinate remote assistance sessions using approved enterprise tools to resolve desktop issues efficiently for onsite and remote personnel
- Implement standard operating procedures for incident handling request fulfillment and problem management to ensure consistent service delivery quality
- Review recurring incident trends and drive corrective actions such as patching configuration adjustments or user guidance to reduce repeat issues
- Collaborate with infrastructure and application teams to analyze root causes and recommend technical improvements that enhance desktop reliability and performance
- Document detailed knowledge articles runbooks and troubleshooting guides to support faster resolution by the wider support team and future reference use
- Monitor endpoint health antivirus status and patch compliance using enterprise management platforms to maintain a secure and compliant desktop landscape
- Coordinate new device setup image deployment software installation and user profile configuration to support smooth onboarding and role transitions
- Communicate clearly with stakeholders on incident status impact and resolution steps to maintain transparency and set realistic expectations for service restoration
- Participate in service improvement initiatives that enhance user experience reduce downtime and support the organizations mission of enabling productive and inclusive work environments
- Guide adherence to corporate security policies data protection practices and acceptable use guidelines within desktop support activities to safeguard organizational information
- Partner with business teams to understand evolving desktop needs and propose practical solutions that improve productivity and support broader societal impact through reliable technology access
Qualifications
- Possess professional experience in desktop support with four to eight years of hands on work on operating systems endpoint hardware and enterprise applications in a corporate setting
- Demonstrate proficiency with remote support tools and ticketing platforms to manage incidents end to end while keeping users informed and satisfied
- Show practical knowledge of endpoint management suites including software distribution patch management and asset tracking to support scalable operations
- Apply strong analytical and problem solving abilities to diagnose complex issues and design sustainable fixes that reduce recurrence and support long term stability
- Exhibit clear written and verbal communication skills to document procedures explain technical issues in simple terms and collaborate effectively with diverse stakeholders
- Display awareness of information security principles including access control malware prevention encryption concepts and secure configuration practices for desktop environments
- Bring familiarity with collaboration tools office productivity suites and communication platforms commonly used in modern hybrid workplaces to ensure seamless user support
Certifications Required
CompTIA A plus or Microsoft Modern Desktop Administrator Associate or equivalent endpoint support certification
Über Cognizant
Cognizant (NASDAQ: CTSH) i ist ein Technologiedienstleister und Entwickler von KI-Lösungen. Wir schlagen die Brücke zwischen KI-Investitionen und echtem unternehmerischem Mehrwert, indem wir ganzheitliche Full-Stack-KI-Lösungen für unsere Kunden entwickeln. Mit unserer fundierten Branchen-, Prozess- und Engineering-Expertise integrieren wir die spezifischen Anforderungen von Unternehmen passgenau in Technologiesysteme. So entfalten wir das menschliche Potenzial, erzielen greifbare Ergebnisse und sichern globalen Unternehmen in einer sich rasant wandelnden Welt den entscheidenden Vorsprung. Erfahren Sie mehr unter cognizant.ai oder @cognizant.
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