Service Desk Analyst

We are seeking a Service Desk Analyst to join our dynamic team. The ideal candidate will have expertise in Service Desk. The candidate will play a crucial role in ensuring the smooth operation of our IT services contributing to the company's success.

In This Role, You Will

• Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software
• Responds to inquiries via telephone, email, web and assigns, tracks service requests in the work-order system
• Communicates, analyzes and trouble shoot routine user problems and provides proper solutions or remedies
• Properly document problem ticket into on-line Help Desk System and assists other IT technical staff in providing users feedbacks and user statistics
• Establishes priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures
• Create and administer new user accounts, passwords, and privileges/rights as assigned and directed by system administrators
• Assists with desktop, laptop imagining and installation as needed
• Assists in the operations of enterprise systems as needed and work closely with senior helpdesk to acquire additional technical and nontechnical knowledge
  
  

What You’ll Need To Succeed (required Skills)

• Troubleshooting skills on desktop and shrink-wrapped applications (MS office, Adobe, Apple, Google, etc.)
• Very good knowledge on VPN concepts and working experience in VPN troubleshooting
• Working experience in Internet troubleshooting and wireless routers
• Knowledge on active directory, domain controllers and good exposure to active directory concepts
• Troubleshooting experience using remote control tools and Exchange environment
  
  

At Cognizant, we're eager to meet people who believe in our mission and can make an impact in various ways! We strongly encourage you to apply even if you only meet the required skills listed. Consider what transferrable experience and skills make you an outstanding applicant and help us see how you'd be helpful to this role.

Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.

We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in Ontario and/or Nova Scotia, where our hubs are located. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

Note: The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.