Service Desk Agent French Canadian

Service Desk Agent

At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant!

As Service Desk Agent, you will act as the first point of contact for users (customers or employees) seeking technical assistance or information, typically working in an IT support environment. Your core responsibility is to diagnose, resolve, or escalate issues efficiently to ensure user productivity and satisfaction. You will be responsible for helping users resolve technical issues and ensure smooth operation of IT Services.

Qualifications:

• At least 2 years of work experience as a Service Desk
• Excellent communication skills in Spanish, French Canadian and English is a MUST
• Strong communication and interpersonal skills. Strong verbal and written communication skills are paramount for interacting clearly with users and documenting issues.
• Proficiency in troubleshooting common hardware and software issues.
• Familiarity with various operating systems (Windows, macOS, etc.) and common business applications (e.g., Microsoft Office Suite) and basic to intermediate technical knowledge. Experience with remote support tools.
• Familiarity with ITIL or other service management frameworks (a plus)
• Focused on customer-centric, and dedicate to provide excellent user support and satisfaction.
• Work model: 100% on site in Cognizant Guadalajara

Key Responsibilities:

• User Support: Respond to user inquiries via phone, email, chat, or ticketing systems (SNOW, Remedy).
• Issue Diagnosis: Troubleshoot problems related to hardware, software, networks, printers, user accounts and any other possible technical issue.
• Ticket Management: Log, track, and update service requests and incidents in the ticketing system. Take total ownership of all incidents and service requests.
• Escalation: Forward complex issues to the correct level 2 or 3 support teams when necessary.
• Documentation: Maintain records of issues and solutions on all touched incidents or service requests – also, raise when necessary the need of building a knowledge base article.
• User Guidance: Educate users on best practices and basic IT procedures, guiding and motivating them to use self healing techniques.

Why Cognizant?

Improve your career in one of the largest and fastest growing IT services providers worldwide

Receive ongoing support and funding with training and development plans

Have a highly competitive benefits and salary package

Get the opportunity to work for leading global companies

We are committed to respecting human rights and build a better future by helping your minds and the environment

We invest in people and their wellbeing.

We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.

At Cognizant we believe than our culture make us stronger!

Join us now!

What we offer:

• The chance to work with impact. Here, you're empowered to bring your biggest thinking to help our company and clients improve everyday life.
• Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
• The opportunity to thrive on a high caliber team with heart. We celebrate each other's experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
• A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
• Flexible health and financial benefits to support you and your eligible dependents —from day one.
• True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses.

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.

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.