Applicants must be authorized to work in the US without sponsorship. Please note, this role is not able to offer visa transfer or sponsorship now or in the future.
This role is for a Service Desk Associate with experience in service desk operations and desktop support within a day shift work from office model. The candidate will guide complex incident resolution, optimize support workflows and enhance user satisfaction while working closely with cross functional teams to ensure reliable and efficient end user technology services.
Job Description:
Manage day to day service desk operations to ensure timely resolution of incidents and requests while maintaining high service quality and user satisfaction levels
Coordinate Service Now ticket lifecycle from logging and triage through closure to ensure consistent categorization prioritization and documentation of all support interactions
Oversee desktop support activities for office based users by handling installations upgrades configurations and troubleshooting to maintain stable and secure endpoints
Implement continuous improvement initiatives for support processes by analyzing recurring issues and recommending changes that reduce incidents and enhance productivity
Guide complex technical issue resolution by collaborating with infrastructure and application teams to minimize business disruption and ensure clear communication to stakeholders
Monitor service performance metrics such as ticket volume resolution time and user feedback to identify improvement areas and drive data informed operational decisions
Develop and maintain standard operating procedures knowledge articles and troubleshooting guides to promote consistent handling of incidents and enable faster resolution
Coordinate with business partners to understand technology needs and translate them into practical support solutions that align with organizational objectives
Ensure adherence to security and compliance standards in all support activities by enforcing approved tools configurations and access controls to protect company assets and data
Provide technical coaching to junior team members in service desk and desktop support functions to help them enhance troubleshooting capabilities and customer interaction skills
Collaborate with Service Now administrators and process owners to refine workflows catalogs and automation opportunities that streamline user interactions and reduce manual effort
Assist in planning and execution of desktop hardware and software refresh activities ensuring minimal impact on users and alignment with enterprise standards
Communicate clearly with users in English through multiple channels to explain technical issues resolutions and preventive measures in a simple and respectful manner
Participate in problem management activities by analyzing root causes of major incidents and recommending sustainable fixes that improve overall system stability
What you’ll need to succeed:
Possess professional experience of three to seven years in technical support environments covering service desk Service Now and desktop support functions within large organizations
Demonstrate practical expertise in handling incident request and problem tickets using Service Now including categorization prioritization escalation and closure with detailed documentation
Show strong skills in supporting desktop operating systems office productivity tools endpoint security and remote troubleshooting technologies for enterprise users
Exhibit ability to interpret service performance reports identify trends and propose realistic improvements that enhance response time resolution quality and user satisfaction
Communicate fluently in English at a native level in both verbal and written forms with the capacity to explain technical topics in clear and inclusive language for nontechnical users
Apply structured troubleshooting methodologies to diagnose and resolve hardware software network and access issues while keeping users informed throughout the process
Display familiarity with IT service management concepts such as incident management request fulfillment change management and knowledge management aligned to industry practices
We are offering an annual compensation between $64,000-$74,000. This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
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
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.
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。
Cognizantは機会均等雇用主です。応募および選考において、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、その他連邦法・州法・地方自治体の法律により保護されるいかなる特性に基づく差別も行いません。
