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.
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.
Essential Skills
- 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.
- Problem-solving and analytical thinking
- Ability to work under pressure and multitask
- Familiarity with ITIL or other service management frameworks (a plus)
- Excellent communication skills in Spanis. English is a desirable.
- Focused on customer-centric, and dedicate to provide excellent user support and satisfaction.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。