Job Summary:
Provide on-site desktop support for end users.
Deliver desk-side support during business hours.
Take end-to-end ownership of incidents and service requests to ensure timely resolution.
Coordinate with cross-functional IT teams for issue resolution.
Support user onboarding, including device setup and account provisioning.
Manage incidents and service requests using ITSM tools (e.g., ServiceNow)
Key Responsibilities
Service Delivery & Desktop Support
Provide on-site desktop support for end users.
Deliver desk-side support during business hours.
Take end-to-end ownership of incidents and service requests to ensure timely resolution.
Coordinate with cross-functional IT teams for issue resolution.
Support user onboarding, including device setup and account provisioning.
Manage incidents and service requests using ITSM tools (e.g., ServiceNow)
Ensure accurate ticket logging, categorisation, and resolution tracking.
Adhere to SLAs and follow ITIL-based processes.
Prioritise and resolve issues based on business impact.
Install, configure, and troubleshoot Windows laptops and desktops.
Support multi-monitor setups and peripheral devices.
Troubleshoot hardware, software, and network connectivity issues.
Provide support for collaboration tools (e.g., Microsoft 365, Teams).
Support mobile devices and remote access solutions.
Provide support for VDI/Citrix or virtual desktop environments.
User & Stakeholder Support
Communicate effectively with end users and provide timely updates on issues.
Maintain a high level of customer service and user satisfaction.
Handle high-priority incidents in a professional and calm manner.
Technical Skills
Strong knowledge of Windows OS and desktop support.
Experience with hardware troubleshooting and device setup.
Familiarity with Active Directory, VPN, networking basics.
Experience with VDI/Citrix environments is a plus.
Tools & Processes
Experience with ITSM tools (ServiceNow).
Understanding of SLA-driven support and ITIL processes.
Soft Skills
Strong communication and interpersonal skills.
Problem-solving and analytical thinking.
Ability to work under pressure and manage priorities.
High level of ownership, attention to detail, and accountability.
Essential Skills:
ServiceNow, Active Directory, VPN, M365 applications and OS imaging
Nice to Have Skills:
Domain experience - BFSI / Asset Mgmt
Acerca de Cognizant
Cognizant (Nasdaq: CTSH) es un creador de soluciones de IA y proveedor de servicios tecnológicos que conecta la inversión en IA con el valor empresarial mediante el desarrollo de soluciones de IA full‑stack para sus clientes. Su profundo conocimiento de la industria, junto con su experiencia en procesos e ingeniería, permite incorporar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan resultados tangibles y mantienen a las empresas a la vanguardia en un entorno en constante cambio. Más información en cognizant.ai o @cognizant.
Información adicional sobre el empleo
La información sobre la compensación es exacta en la fecha de publicación de este anuncio. Cognizant se reserva el derecho de modificar esta información en cualquier momento, de conformidad con la legislación aplicable.
Es posible que se solicite a los solicitantes que asistan a entrevistas de forma presencial o mediante videoconferencia. Asimismo, durante cada entrevista, los candidatos podrán estar obligados a presentar un documento de identidad válido emitido por el estado o por el gobierno.
Cognizant es un empleador que ofrece igualdad de oportunidades. Su solicitud y candidatura no se evaluarán en función de la raza, el color, el sexo, la religión, el credo, la orientación sexual, la identidad de género, el origen nacional, la discapacidad, la información genética, el embarazo, la condición de veterano ni cualquier otra característica protegida por las leyes federales, estatales o locales.
