About the role
As an IT Service Desk Analyst, you will make an impact by delivering exceptional technical support and ensuring seamless IT operations for a leading global payment services client. You will be a valued member of the Global Service Desk team and work collaboratively with end users, VIP stakeholders, and cross-functional operations teams across multiple regions.
This role offers the opportunity to support enterprise-scale IT environments in a fast-paced, mission-critical industry where every interaction contributes to business continuity and customer success.
In this role, you will:
Serve as the primary point of contact for end users and VIP users, providing support through phone, email, chat, and ticketing platforms.
Diagnose, troubleshoot, and resolve Level 1 incidents and service requests, escalating complex issues to specialized support teams when required.
Monitor and manage ticket queues to ensure service level agreements (SLAs) and operational targets are consistently achieved.
Maintain and enhance knowledge resources, including knowledge base articles, known error records, and FAQ documentation.
Collaborate with global operational and technical teams to support business-critical services and improve the end-user experience.
Work model
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance through our various wellbeing programs. Based on this role’s business requirements, this is an onsite position located in Brazil.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured, we will always be clear about role expectations.
What you need to have to be considered
Proficiency in Spanish, Portuguese, and English, with excellent verbal and written communication skills.
Strong customer service, interpersonal, and relationship-building skills, with the ability to support users from diverse cultural backgrounds.
Strong analytical and troubleshooting skills with a structured approach to incident resolution.
Experience working with IT service management (ITSM) tools such as ServiceNow, Jira Service Management, or similar platforms.
Good understanding of incident management processes, service level agreements (SLAs), and ticket prioritization.
Ability to manage multiple priorities effectively while maintaining a high level of accuracy and customer satisfaction.
Comfortable working in a collaborative, cross-functional, and multicultural support environment.
Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
These will help you stand out
ITIL Foundation certification or knowledge of ITIL service management practices.
Experience supporting VIP or executive-level users.
Exposure to payment services, financial services, or fintech environments.
Knowledge of Active Directory, Microsoft 365, VPN technologies, and endpoint management tools.
Experience creating and maintaining knowledge base articles, known error databases (KEDB), and support documentation.
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 things to this role.
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。