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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 Title: 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:

1. Provide direct assistance to end users in tackling and resolving hardware and software issues.
2. Assess faults, conduct repairs, streamline processes, and ensure optimal customer service.
3. Deep technical knowledge of desktop operating systems and software applications.
4. Provide deskside support to end-users in a corporate environment.
5. Demonstrate good communication and customer service skills.
6. Resolve hardware and software issues on desktops, laptops, and mobile devices.
7. Utilize remote access tools and techniques.
8. Work with Active Directory and other directory services.
9. Prioritize multiple tasks and work effectively under pressure.
10. Work flexible hours, including evenings and weekends, as needed.
11. Provide Level 2 onsite or remote support for sophisticated customer issues and requests.
12. Lead deployment of software releases, system upgrades, and patches on end-user devices.
13. Accountable for procurement and asset management of end-user devices.
14. Lead activities like customer relocations and departmental infrastructure build-out.
15. Analyze symptoms of problems to accurately identify causes and resolve solutions.
16. Prioritize issues such as physical layers, usernames, and passwords.
17. Uninstall/reinstall basic software applications, verify accurate hardware and software setup, and assist with navigation of application menus.
18. Perform onsite installations or replacements of various hardware components and software repairs.
19. Conduct diagnostic testing and utilize remote-control tools to assist users.
20. Own the IT Service Management processes to ensure smooth operations and timely resolution of incidents.
21. Manage the Incident Management process ensuring incidents are properly logged, categorized, and resolved within SLA.
22. Provide technical support and guidance on the Service Now platform to enhance service delivery.
23. Lead desktop support remotely ensuring end-users receive prompt and effective assistance.
24. Coordinate with various teams to ensure seamless integration and operation of IT services.
25. Supervise and report on service performance metrics to identify areas for improvement.
26. Develop and implement standard methodologies for incident management and desktop support.
27. Ensure compliance with company policies and industry standards in all IT service management activities.
28. Collaborate with customers to understand their needs and provide appropriate IT solutions.
29. Conduct regular training sessions for team members on the newest technologies and processes.
30. Maintain documentation of incident resolutions and standard processes for future reference.
31. Participate in rotational shifts to provide 24/7 support and ensure business continuity.
32. Contribute to the continuous improvement of IT services to enhance user experience and operational efficiency.

Qualifications:

1. Experience in IT Service Management, Incident Management, Service Now, and Desktop Support.
2. Experience in Life and Annuities Insurance domain is a plus.
3. Strong problem-solving skills and ability to work under stress.
4. Good communication and social skills.
5. Able to work in a hybrid model with rotational shifts.
6. 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 qualifications. 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:

• 401(k) plan and contributions
• Long-term/Short-term Disability
• 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.