Desktop Support Analyst

The Desktop Support Analyst provides hands?on technical support to end users across the organization, ensuring timely resolution of incidents and service requests. The role focuses on delivering high?quality customer service, supporting IT Service Management (ITSM) processes, and contributing to the stability and efficiency of desktop, mobile, and related end?user technologies. This position operates within ITIL-aligned service delivery practices and requires strong communication, troubleshooting, and organizational skills.

• Foundational understanding of ITIL-based ITSM concepts.
• Experience with ITSM tools (ServiceNow, Remedy, Footprints, etc.).
• Working knowledge of Windows and/or macOS operating systems.
• Familiarity with Microsoft 365 (Teams, SharePoint Online, OneDrive, Outlook).
• Strong troubleshooting and problem?solving skills with attention to detail.
• Ability to multitask, manage workloads, and prioritize effectively.
• Excellent communication, customer service, and teamwork skills., * Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 1-5 years of experience in desktop support, service desk, or IT support environment.
• Experience supporting end?user hardware, software, and enterprise applications preferred.
• ITIL Foundation certification is preferred or required depending on department standards.
• Exposure to Active Directory, MFA tools, remote support utilities, and endpoint management platforms (e.g., Intune, SCCM).
• Experience supporting enterprise environments and collaborating with multiple IT teams..

At Cogent Infotech, we believe in creating opportunities that empower individuals and transform organizations. With over 23 years of excellence in consulting and talent solutions, we pride ourselves on building inclusive workplaces and driving innovation in everything we do. Our diverse teams bring unique perspectives to help deliver cutting-edge solutions to global clients across both public and private sectors.