Service Desk Analyst

Service Desk Analyst

Location: Buenos Aires, Argentina
Work Model: Hybrid

About the role

As a Service Desk Analyst, you will make an impact by delivering exceptional technical support and ensuring the stability, reliability, and performance of Digital Workplace services across a global enterprise environment.

You will serve as a primary point of contact for end users, helping resolve technology issues while collaborating with support teams, engineers, vendors, and business stakeholders to maintain a seamless user experience.

In this role, you will:

• Provide Level 1 support and assist with Level 2/3 troubleshooting for technology incidents and service requests received through multiple support channels, including phone, chat, and self-service platforms.
• Diagnose, troubleshoot, and resolve issues related to Windows devices, Microsoft 365 services, collaboration tools, virtual desktop environments, printers, and access-related services.
• Manage incidents and service requests throughout their lifecycle, ensuring accurate documentation, timely updates, and adherence to service level agreements (SLAs).
• Coordinate with internal technology teams, field support personnel, and third-party vendors to drive issue resolution and service restoration.
• Support collaboration and communication platforms, including Microsoft Teams, video conferencing, and voice services.
• Provide first-line support for business-critical applications and coordinate escalations when required.
• Contribute to knowledge management initiatives by creating and maintaining support documentation and knowledge articles.
• Participate in continuous improvement initiatives focused on automation, self-service adoption, and operational excellence.

Work model

Hybrid

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring attendance at a Cognizant or client office as needed.

Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.

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

• Advanced or bilingual proficiency in Spanish and Portuguese.
• Experience supporting enterprise IT environments in a Service Desk, Help Desk, Technical Support, or Desktop Support role.
• Knowledge of IT Service Management (ITSM) processes, including incident, request, escalation, and SLA management.
• Experience troubleshooting Windows operating systems, hardware, and end-user computing technologies.
• Working knowledge of Microsoft 365 applications, including Microsoft Teams, Outlook, SharePoint, and OneDrive.
• Familiarity with virtual desktop technologies such as Citrix, VDI, or Remote Desktop Services (RDS).
• Experience supporting identity and access management functions, including password resets, multi-factor authentication (MFA), account administration, and BitLocker recovery.
• Strong troubleshooting, customer service, communication, and stakeholder management skills.
• Ability to work in a fast-paced, global support environment while managing multiple priorities effectively.

These will help you stand out

• Experience supporting enterprise applications such as SAP, JDE, AS400, SailPoint, or similar business-critical platforms.
• Knowledge of ITIL principles and IT service management best practices.
• Experience supporting video conferencing, collaboration technologies, and telephony services.
• Exposure to knowledge management, automation, and self-service initiatives.
• Experience working within global support organizations and follow-the-sun support models.

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.