Job Summary
Service Desk Analyst role in a global organization focusing on timely resolution of user incidents and service requests ensuring high customer satisfaction for hybrid day shift operations with Spanish speaking support while contributing to reliable technology services that enable scientific and business teams to deliver impactful outcomes for society.
Responsibilities
- Provide first contact resolution for user incidents and service requests through multiple channels while maintaining a courteous and efficient experience for all stakeholders.
- Handle incoming queries related to applications devices and infrastructure by accurately logging details in the service management system and prioritizing them based on defined impact and urgency.
- Diagnose and troubleshoot routine technical issues by using standard procedures knowledge articles and remote tools to restore normal service within agreed timelines.
- Coordinate with resolver groups for complex issues by supplying clear documentation impact analysis and troubleshooting steps to ensure smooth and timely handover.
- Maintain high quality records by updating tickets with activities findings and final solutions to support reporting trend analysis and continuous improvement.
- Communicate clearly with users in Spanish and other supported languages as applicable by explaining issue status resolutions and alternatives in a simple and empathetic manner.
- Adhere to service desk performance targets by monitoring personal metrics such as response time resolution time and user satisfaction and taking corrective action when needed.
- Contribute to knowledge management by suggesting new articles updating existing content and sharing recurring issues to strengthen the collective expertise of the support team.
- Support hybrid work models by assisting onsite and remote users with connectivity collaboration tools and secure access needs to maintain uninterrupted productivity.
- Apply information security and compliance guidelines in all interactions by validating user identity protecting confidential data and following approved procedures for access related requests.
- Collaborate with bioinformatics and research teams where applicable by understanding basic workflows and data tools to better support specialized service requests.
- Participate in problem management and service improvement activities by reporting patterns recurring incidents and user feedback that can help reduce future disruptions.
- Engage in regular self learning and internal training by updating skills on service desk tools business applications and industry practices to stay aligned with evolving organizational needs.
Qualifications
- Possess two to four years of experience in a professional service desk environment providing technical support for end users in a structured process driven setting.
- Demonstrate strong proficiency in service desk operations including ticket lifecycle management use of remote support tools and adherence to defined service level objectives.
- Show effective verbal communication skills in Spanish with the ability to understand user concerns clarify issues and convey solutions in a culturally sensitive manner.
- Exhibit solid troubleshooting capability in common desktop operating systems standard office productivity suites collaboration platforms and basic network connectivity scenarios.
- Bring familiarity with hybrid work patterns and modern workplace technologies such as secure remote access conferencing solutions and enterprise communication tools.
- Display an appreciation of bioinformatics or life sciences domains as a nice to have skill enabling more contextual support for research related software platforms and workflows.
- Apply structured problem solving techniques and documentation practices to ensure repeatable service quality and ease of knowledge transfer across the support function.
- Embrace company values by focusing on reliable user support that enables employees and researchers to advance innovations and solutions with positive impact on communities.
Spanish speaking is mandatory
Certifications Required
Relevant certifications such as ITIL Foundation or CompTIA A plus are preferred for structured service desk and support practice.
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation 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.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
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, state or local laws.
