Deskside Support Analyst Technical Lead (ONSITE)

Practice - CIS - Cloud, Infrastructure, and Security Services

About Cloud Infrastructure & Security Services: Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad view delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to run the business in a secure environment.

*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*

Job Tittle: Deskside Support Analyst Technical Lead (ONSITE)

Work Location: Windsor, CT

Job Summary

We are seeking a Technical Lead with 3 to 5 years of experience in IT Service Management Incident Management Service Now and Desktop Support - Remote. The ideal candidate will have a solid technical background and the ability to handle and resolve incidents efficiently. Experience in Life and Annuities Insurance is a plus. This is a hybrid role with rotational shifts and no travel required.

Responsibilities

• The Deskside Support Analyst is a technical professional responsible for providing direct assistance to end users in tackle and resolving hardware and software issues. They assess faults, conduct repairs, streamline processes, and ensure optimal customer service, giving to efficient IT operations.
• Deep technical knowledge of desktop operating systems and software applications
• Experience providing deskside support to end-users in a corporate environment
• Good communication and customer service skills
• Ability to solve hardware and software issues on desktops, laptops, and mobile devices
• Familiarity with remote access tools and techniques
• Experience working with Active Directory and other directory services
• Ability to prioritise multiple priorities and work effectively under pressure
• Willingness to work flexible hours, including evenings and weekends, as the need arises.
• Level 2 onsite or remote support for sophisticated customer issues and requests
• Lead deployment of software releases, system upgrades and patches on end user devices
• Accountable for procurement and Asset management of end user devices
• Leading activities like customer relocations and departmental infrastructure build out
• Will analyze the symptoms of the problem to accurately identify the cause of the issue in order to resolve a solution
• Will prioritize issues such as physical layers, usernames, and passwords
• Will uninstall/reinstall basic software applications, verify accurate hardware and software set-up and assist with navigation of application menus
• Will perform onsite installations or replacements of various hardware components and software repair
• Will perform diagnostic testing and utilization of remote-control tools to assist users when tackle to settle a solution
• Own the IT Service Management processes to ensure smooth operations and timely resolution of incidents.
• Be responsible for the Incident Management process ensuring that incidents are properly logged categorized and resolved within SLA.
• Provide technical support and guidance to the team on Service Now platform to enhance service delivery.
• Lead desktop support remotely ensuring that end-users receive prompt and effective assistance.
• Coordinate with various teams to ensure seamless integration and operation of IT services.
• Supervise and report on service performance metrics to identify areas for improvement.
• Develop and implement standard methodologies for incident management and desktop support.
• Ensure compliance with company policies and industry standards in all IT service management activities.
• Collaborate with customers to understand their needs and provide appropriate IT solutions.
• Conduct regular training sessions for team members to keep them updated on the newest technologies and processes.
• Maintain documentation of incidents resolutions and standard processes for future reference.
• Participate in rotational shifts to provide 24/7 support and ensure business continuity.
• Give to the continuous improvement of IT services to enhance user experience and operational efficiency.

Qualifications

• Must have experience in IT Service Management Incident Management Service Now and Desktop Support
• Remote.
• Nice to have experience in Life and Annuities Insurance domain.
• Must possess strong problem-solving skills and the ability to work under stress.
• Must have good communication and social skills.
• Must be able to work in a hybrid model with rotational shifts.
• Must be meticulous and able to handle various tasks simultaneously.

Certifications Required

ITIL Certification Service Now Certification

Salary and Other Compensation

Applications will be accepted until March/28/2025.

The annual salary for this position is between $37,804 to $86,000 depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The Salary, compensation, and benefits 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.

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