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
コグニザントについて
コグニザント（NASDAQ: CTSH）は、AI Builderおよびテクノロジーサービスプロバイダーとして、お客様にフルスタックのAIソリューションを構築することで、AI投資と企業価値を結ぶ架け橋となっています。業界、ビジネスプロセス、エンジニアリングに関する当社の深い専門知識を活かし、組織固有のビジネス環境をテクノロジー・システムに組み込みます。これにより、人間の可能性を最大限に引き出し、確かな成果を実現するとともに、急速に変化する世界においてグローバル企業が常に一歩先を行くための支援を行っています。 詳細については、cognizant.ai をご覧ください。
雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。
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