Desktop Support Analyst

About the role

The Deskside Support Analyst is a technical professional responsible for providing direct assistance to end users in troubleshooting and resolving hardware and software issues. They assess faults, conduct repairs, streamline processes, and ensure optimal customer service, contributing to efficient IT operations.

Responsibilities

• Provide deskside support to end-users in a corporate environment
• Assess and resolve hardware and software issues on desktops, laptops, and mobile devices
• Manage multiple priorities and work effectively under pressure
• Lead deployment of software releases, system upgrades, and patches on end user devices
• Accountable for procurement and asset management of end user devices
• Lead activities like customer relocations and departmental infrastructure build out
• Analyse symptoms of the problem to properly identify the cause of the issue in order to determine a solution
• Triage issues such as physical layers, usernames and passwords
• Uninstall/reinstall basic software applications, verify proper hardware and software set-up, and assist with navigation of application menus
• Perform onsite installations or replacements of various hardware components and software repair
• Perform diagnostic testing and utilize remote control tools to assist users when troubleshooting to determine a solution

Requirements

• Strong technical knowledge of desktop operating systems and software applications
• Experience providing deskside support to end-users in a corporate environment
• Familiarity with remote access tools and techniques
• Experience working with Active Directory and other directory services
• Willingness to work flexible hours, including evenings and weekends, as required

Qualifications

• Level 2 onsite support for complex customer issues and requests
• Leading activities like customer relocations and departmental infrastructure build out
• Good Expertise to provide Hands and Feet support for Server, Storage, Backup and Network equipment, IPT endpoints
• Virtual Endpoint Support Win 7, Win 10, HSD
• Win 11 & Macintosh OS
• Intune / SCCM Tool
• Screen-meet, Beyond Trust + Logme In tools etc
• Printers & Peripherals
• Virtual Machines (Citrix / Azure Virtual Desktop)
• Audio/Video Support
• Ticketing Tool Remedy / SNOW

Skills

• Excellent knowledge of Customer Service best practice
• Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing
• Good team spirit and coordination skills in onsite offshore model and client and vendor environment
• Ability to demonstrate without supervision
• Ability to prioritize, manage and perform under pressure to meet SLAs
• Ability to thrive in a fast-paced, rapidly changing environment

Pay

The annual salary for the position depends on experience and other 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

• Cognitive Health and Wellness Program
• Employee Assistance Program
• Flexible Spending Accounts (FSA)
• Healthcare Reimbursement Arrangement (HRA)
• Life Insurance
• Long-Term Disability Insurance
• Military Spouse Career Advancement Accounts (MyCAA)
• Onsite Fitness Center
• Parental Leave
• Retirement Savings Plans
• Short-Term Disability Insurance
• Voluntary Benefits
• Wellness Programs