Desktop Analyst

About the group:

Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS) is focused on driving digital transformation through core modernization across all layers. We help customers transform infrastructure and workplace to meet evolving digital needs, achieving cloud‑driven modernization and operational transformation in a secure environment.

The Deskside Support Analyst is a technical professional responsible for providing direct assistance to end users in troubleshooting and resolving hardware and software issues.

• Primary skills:
  Active Directory, Windows 10, Windows 11, Macintosh OS
• Secondary skills:
  Intune / SCCM, Screen‑meet, Beyond Trust, Log Me In , printers & peripherals, virtual machines (Citrix / Azure Virtual Desktop), audio/video support, ticketing tools Remedy / SNOW

• Assess faults, conduct repairs, streamline processes, and ensure optimal customer service to support efficient IT operations.
• Provide deskside support to end users in a corporate environment.
• Troubleshoot hardware and software issues on desktops, laptops, and mobile devices.
• Utilize remote access tools and techniques.
• Work with Active Directory and other directory services.
• Manage multiple priorities and work effectively under pressure.
• Work flexible hours, including evenings and weekends, as required.
• Provide Level 2 onsite support for complex customer issues and requests.
• Lead deployment of software releases, system upgrades and patches on end‑user devices.
• Account for procurement and asset management of end‑user devices.
• Lead activities such as customer relocations and departmental infrastructure build‑out.
• Analyze symptoms to identify causes and determine solutions.
• Triage issues including physical layers, usernames, and passwords.
• Uninstall/reinstall basic software applications and verify proper hardware/software setup.
• Perform onsite installations or replacements of hardware components.
• Conduct diagnostic testing and use remote control tools to assist users in troubleshooting.
• Interact with clients professionally and maintain a professional appearance.
• Support Tier 1 VIPs.
• Stay current with technologies related to network operations, desktop administration, and ITIL.

• Communicate effectively with a wide variety of people in person, on the telephone, and in writing.
• Tactically coordinate with teams in onsite, offshore, client, and vendor environments without supervision.
• Prioritize and perform under pressure to meet SLAs.
• Demonstrate excellent customer service best practices; work flexibly and enthusiastically.
• Adapt to a fast‑paced, rapidly changing environment.

• 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, other 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.

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