Service Desk Agent

Service Desk Agent

As a Service Desk Agent, you will make an impact by acting as the first point of contact for users seeking technical assistance and IT support. You will be a valued member of the IT Operations team and play a key role in ensuring smooth IT service delivery by efficiently diagnosing, resolving, or escalating technical issues to maintain user productivity and satisfaction.

In this role, you will:

• Provide user support via phone, email, chat, and ticketing systems
• Diagnose and troubleshoot issues related to hardware, software, networks, printers, user accounts, and general IT services
• Log, track, update, and take ownership of incidents and service requests using ticketing tools such as ServiceNow (SNOW) or Remedy
• Escalate complex or unresolved issues to Level 2 or Level 3 support teams following established procedures
• Document issues, resolutions, and actions taken, and contribute to knowledge base articles when applicable
• Guide users on IT best practices, basic procedures, and self-service or self-healing solutions
• Ensure adherence to support processes, SLAs, and customer service standards
• Maintain a strong customer-centric approach focused on user satisfaction

Work model

We strive to provide flexibility wherever possible. Based on this role's business requirements, this position may follow a hybrid or onsite work model. Working arrangements may change depending on business needs, and we will always be clear about role expectations.

What you must have to be considered

• Ample experience providing IT support or Service Desk assistance
• Strong troubleshooting skills across common hardware, software, and operating systems (Windows, macOS, etc.)
• Familiarity with business applications such as Microsoft Office and remote support tools
• Ability to manage multiple incidents and tasks in a fast-paced environment
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Customer-focused mindset with a commitment to high-quality support
• Fluency in Spanish and Portuguese

These will help you stand out

• English language skills
• Familiarity with ITIL or other IT service management frameworks
• Experience working in high-volume or enterprise support environments
• Ability to adapt quickly to changing technologies and priorities
• Interest in continuous learning and professional growth

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting strengths to this role.

Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization's unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world.

Compensation 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.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.