Job Summary
Deliver high quality desktop support services in a hybrid work model ensuring stable and secure end user computing environments across a multinational organization. Collaborate with cross functional teams to resolve incidents efficiently optimize device performance and uphold service level objectives for a diverse global workforce with rotational shift coverage.
Responsibilities
- Provide advanced desktop support to resolve incidents and service requests for laptops and desktops while maintaining high end user satisfaction levels through timely resolution and clear communication
- Perform detailed troubleshooting of operating systems applications and network connectivity issues to restore user productivity while minimizing business disruption across global teams
- Implement standardized configuration and hardening of desktop environments to ensure compliance with organizational security policies and industry best practices for end user devices
- Monitor and manage endpoint health using enterprise tools to proactively detect performance issues and apply corrective actions that sustain device stability and user experience
- Coordinate with infrastructure application and security teams to escalate complex technical issues while ensuring accurate documentation and successful incident closure within agreed timelines
- Execute software installation upgrades and patch deployments on user devices to maintain compatibility security posture and adherence to corporate software lifecycle standards
- Document technical solutions known errors and standard operating procedures in a structured knowledge base to support faster issue resolution and consistent service delivery by the broader support team
- Provide clear guidance to users on best practices for device usage collaboration tools and secure working habits in a hybrid model to enhance productivity and reduce preventable incidents
- Analyze recurring incidents and problem trends to recommend improvements in tools processes or configurations that reduce ticket volumes and support efficient operations for the organization
- Collaborate with asset management teams to support inventory accuracy device lifecycle tracking and replacement planning that optimize resource utilization and cost effectiveness for the company
- Adhere to rotational shift schedules while maintaining reliable coverage for critical support windows ensuring continuous assistance to employees across multiple regions without compromising service quality
- Maintain meticulous records of incidents changes and configurations in the service management platform to support audit readiness operational transparency and informed decision making by stakeholders
- Participate in continuous improvement initiatives by sharing feedback insights and ideas that enhance support processes contributing to safer more efficient and more inclusive digital workplaces for society. Qualifications
- Showcase strong experience in desktop support including troubleshooting of hardware operating systems collaboration tools and enterprise applications gained over two to five years in professional environments
- Demonstrate proficiency with remote support tools endpoint management platforms and ticketing systems to handle requests efficiently and ensure consistent service quality
- Apply solid understanding of networking fundamentals such as IP addressing DNS and VPN concepts to diagnose and resolve connectivity issues impacting user productivity
- Exhibit familiarity with security practices such as antivirus management encryption and secure authentication methods to safeguard company information on end user devices
- Bring experience working in rotational shifts and hybrid work models while maintaining high standards of responsiveness accountability and professional communication
- Display effective communication and customer service skills to translate technical concepts into accessible language and build trust with diverse users across the organization
- Pursue ongoing learning in modern desktop technologies automation and cloud integrated management solutions to align support capabilities with evolving enterprise strategies
Certifications Required
Preferred certifications include CompTIA A plus or Microsoft Modern Desktop Administrator Associate or equivalent industry desktop support certification
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
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