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.
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。
