Job Summary
The Tier 1 Service Desk or Global Support Desk Analyst provides first line technical support to end users in a 24x7x365 environment. The role focuses on delivering high quality customer service accurate incident logging timely resolution of common IT issues and effective escalation of complex incidents. This position supports end user computing EUC business applications identity and access management messaging and basic infrastructure services across a global customer base.
Responsibilities
The Tier 1 Service Desk or Global Support Desk Analyst provides first line technical support to end users in a 24x7x365 environment. The role focuses on delivering high quality customer service accurate incident logging timely resolution of common IT issues and effective escalation of complex incidents. This position supports end user computing EUC business applications identity and access management messaging and basic infrastructure services across a global customer base.
Work Environment
24x7 operations with rotating shifts on call weekend and holiday coverage as required
Hybrid work setup depending on location and business needs
Global support engagement with international users
Key Responsibilities
Service Delivery & Customer Support
Serve as the first point of contact for end user technical issues via phone email chat and ticketing tools
Provide first level resolution for EUC account provisioning password resets messaging VPN or connectivity and L1 business application support
Deliver desk side or remote assistance as required
Demonstrate strong customer service communication and listening skills in all interactions
Incident & Request Management
Log categorize prioritize update and close incidents and service requests accurately within defined SLAs
Perform initial troubleshooting root cause identification and resolution for standard issues
Escalate unresolved or high impact incidents to appropriate resolver groups per ITIL guidelines
Monitor tickets through resolution and maintain ownership until closure
Technical Support Scope L1
Active Directory user management password resets account unlocks basic account administration
Email and messaging support Outlook or Exchange basic mailbox issues
Desktop and laptop hardware or software support MacOS Windows OS MS Office Adobe standard applications
VPN remote access and basic network connectivity troubleshooting
Use of remote support tools to diagnose and resolve user issues
Documentation & Compliance
Ensure accurate and complete documentation of incidents resolutions and workarounds
Follow ITIL aligned incident request and escalation processes
Maintain data confidentiality access controls and security practices
Collaboration & Continuous Improvement
Work effectively with multi vendor resolver groups and internal support teams
Show initiative in learning new technologies tools and processes
Participate in process improvement initiatives knowledge base updates and operational projects when required
Required Qualifications & Experience
2 to 4+ years of experience in IT Service Desk or Helpdesk or Global Support environments
Prior experience supporting international customers in a voice based support model preferred
Exposure to 24x7 operations and production support environments
ITIL Foundation certification (preferred)
Technical diploma or bachelors degree in IT Computer Science or related discipline (or equivalent experience)
Technical Skills
- Ticketing tools: ServiceNow Remedy or equivalent ITSM platforms
End User Computing (EUC) and desktop support
Active Directory and identity management basics
Messaging platforms (Exchange or Outlook Lotus Notes exposure a plus)
Remote support tools (e.g. Bomgar DameWare VNC)
Basic understanding of networking concepts (VPN WiFi connectivity issues)
Microsoft 365 and common enterprise applications
Core Competencies & Soft Skills
Excellent verbal and written communication skills
Strong customer service orientation and professionalism
Analytical thinking and structured troubleshooting approach
Ability to work independently with minimal supervision
Confidence handling critical or high pressure situations
Strong interpersonal and coordination skills
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。