Job Title: Service Desk Technician
Job Location: Hybrid [4 days in Office]- Mesa, AZ, USA.
About the Role
In this role, you will
Provide first-level technical support to end users via phone, email, and chat channels, ensuring timely resolution of incidents and service requests.
Handle inbound customer calls and perform outbound follow-ups to update users on ticket status and incident resolution.
Create, categorize, prioritize, track, and manage tickets in the ITSM tool while adhering to established SLA requirements.
Diagnose and resolve issues related to desktops, laptops, operating systems, Microsoft Office applications, hardware peripherals, and business applications.
Escalate complex incidents and service requests to appropriate resolver groups while maintaining ownership through closure.
Monitor, follow up, and drive closure of aging or open tickets, ensuring a positive customer experience and complete case ownership.
Support incident recovery activities, critical situation management, and service outage communications in collaboration with technical teams and Team Leads.
Utilize remote support tools to troubleshoot and resolve technical issues for users across multiple locations.
Maintain accurate documentation of troubleshooting steps, resolutions, and customer interactions for knowledge management and reporting purposes.
Participate in project-specific training, process improvement initiatives, and adhere to assigned shift schedules in a 24x7 operational environment.
Required Qualifications
2-3 years of experience in Service Desk, Help Desk, Technical Support, IT Support, or Contact Center environments.
Experience supporting global clients in a 24x7 operations model.
Prior experience in voice-based technical support or international service desk operations preferred.
Mandatory & Technical Skills
Hands-on experience with ITSM/ticketing tools such as ServiceNow (preferred), Remedy, Siebel, CA Helpdesk, or similar platforms.
Strong troubleshooting skills across Windows operating systems, Microsoft Office Suite, desktop applications, and computer hardware.
Experience using remote support and diagnostic tools to resolve end-user technical issues.
Working knowledge of Active Directory, password management/reset tools, domain environments, and user account administration.
Understanding of network connectivity concepts including LAN/WAN, wireless networking, internet connectivity, and SOHO network configurations.
Experience supporting email and collaboration platforms such as Microsoft Outlook/Exchange and mobile or desktop applications.
Excellent customer service, communication, analytical, multitasking, and incident management skills with the ability to work effectively in a high-volume 24x7 support environment.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
Medical/Dental/Vision/Life Insurance
Paid holidays plus Paid Time Off
401(k) plan and contributions
Long-term/Short-term Disability
Paid Parental Leave
Employee Stock Purchase Plan
Work model:
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is a hybrid position requiring 4 days at the client or cognizant office in Mesa, AZ, USA.
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.
Disclaimer: The salary, other compensation, and benefits 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.
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。
