Serve as a technical lead in desktop support providing expert guidance on incident resolution problem analysis and service enhancements for a hybrid workforce. Collaborate with cross functional teams to ensure stable secure and efficient end user computing environments. Apply strong troubleshooting skills to reduce downtime and improve colleague productivity while aligning with enterprise standards and compliance policies.
Responsibilities
Lead end user incident resolution for desktop laptop and peripheral issues to minimize downtime and sustain high levels of colleague productivity in a hybrid work environment.
Provide advanced troubleshooting for operating systems standard office suites collaboration tools and approved business applications to quickly restore normal service.
Oversee remote support activities using approved remote assistance tools to diagnose and correct issues for colleagues working from multiple locations.
Coordinate with infrastructure network and application teams to resolve complex cross domain problems that impact end user devices and services.
Document resolution steps and recurring issues in the knowledge base to enable faster future incident handling and consistent service quality.
Implement standard images configuration baselines and patch deployments for desktops and laptops to maintain security and compliance while reducing configuration drift.
Monitor incident tickets queues and service metrics to identify trends and prioritize improvements that enhance service levels and user satisfaction.
Guide junior support analysts by sharing technical insights and recommended approaches that improve first contact resolution and technical depth within the team.
Collaborate with procurement and asset management teams to support device lifecycle activities including onboarding refresh and decommissioning of hardware assets.
Perform root cause analysis for high impact or recurring incidents and propose corrective actions that prevent r
📌 Service Desk Agent (Ciudad de México)
🏢 Cognizant
📍 Ciudad de México
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