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.
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 de empleo
La información de compensación es precisa a la fecha de esta publicación. Cognizant se reserva el derecho de modificar esta información en cualquier momento, sujeto a la legislación aplicable.
Es posible que se requiera que los solicitantes asistan a entrevistas en persona o por videoconferencia. Además, es posible que se requiera que los candidatos presenten su identificación actual emitida por el estado o gobierno durante cada entrevista.
Cognizant es un empleador que ofrece igualdad de oportunidades. Tu solicitud y candidatura no serán consideradas en base a raza, color, sexo, religión, credo, orientación sexual, identidad de género, origen nacional, discapacidad, información genética, embarazo, condición de veterano o cualquier otra característica protegida por las leyes federales, estatales o locales.
Si tienes una discapacidad que requiere adaptaciones razonables para buscar una vacante de trabajo o enviar una solicitud, puedes enviar un correo electrónico a [email protected] con tu solicitud e información de contacto.