Job Title: Service Desk Support Analyst
Team: Cloud, Infrastructure & Security (CIS)
Position Overview
This position will provide hosting operations support for all System/Application related up/down enterprise management activities & network-related within the Data Center and remote customer locations. This position will require strong technical skills infrastructure along with customer interaction to coordinate operations & configuration activities.
Key Responsibilities
· Apply ITIL-based incident, request, change, and escalation management processes.
· Create, manage, and resolve tickets in ServiceNow ITSM, demonstrating professional communication and ticket ownership.
· Troubleshoot Windows OS, Microsoft 365, printers, drivers, and device issues.
· Manage users, passwords, and network connectivity using Active Directory, DNS, DHCP, and profile resets.
· Resolve VPN, MFA, and network access issues, including WiFi/LAN troubleshooting and password management workflows.
· Master troubleshooting across Windows, M365, Outlook, OneDrive, printers, and access failures.
· Support mobile devices, MDM enrollment, Citrix/Horizon VDI, and remote session troubleshooting.
· Work with collaboration tools (SharePoint, Teams, Confluence), endpoint security, and remote support tools (RDP, Dameware, AnyDesk).
· Provide basic support for AWS and Azure cloud access, including EC2, S3, Azure AD/Entra ID, and MFA architecture.
· Deliver customer service excellence in unified contact center environments, using Genesys, Amazon Connect, Avaya, and GenAI agent assist.
· Demonstrate clear communication, empathy, call/chat etiquette, and de-escalation techniques in multi-channel support scenarios.
· Collaborate with cross-functional teams to deliver professional, multi-channel customer support and production readiness.
· Engage in continuous learning and apply best practices in service desk, cloud, and remote support operations.
Required Skills & Qualifications
· Minimum of High School diploma and/or an Associates or Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
· Understanding of ITIL, incident management, and ticketing systems (ServiceNow).
· Familiarity with Windows OS, Microsoft 365, Active Directory, DNS, DHCP, and network troubleshooting.
· Exposure to cloud platforms (AWS, Azure), endpoint security, and remote support tools.
· Strong analytical, troubleshooting, and communication skills.
· Eagerness to learn new technologies and contribute to team success.
· Experience with ServiceNow ITSM, ticket lifecycle management, and escalation workflows.
· Hands-on with MDM, VDI, collaboration tools, and endpoint security.
· Familiarity with cloud access troubleshooting, call center software, and GenAI agent assist.
· Understanding of hardware fundamentals, remote support, and compliance monitoring.
· Interest in AI/ML, automation, and cloud operations for enterprise environments.
· Certifications:
o ITIL Foundation Certification
o Microsoft Certified: Modern Desktop Administrator Associate
o CompTIA A+, Network+, or Security+
o Relevant certifications in cloud, remote support, or service desk operations
Location
New hires will be hired at the Cognizant office in XXX, where you will work alongside other experienced Cognizant associates delivering technology solutions. Applicants must be willing to relocate to this major geographic area. While we attempt to honor candidate location preferences, business needs and position availability will determine final location assignment.
Start Date
New hires will start in January 2026. While we will attempt to honor candidate start date preferences, business need and position availability will determine final start date assignment. Exact start date will be communicated with enough time for you to plan effectively.
Salary and Other Compensation:
The annual salary for this position is $45,000 depending on experience and other qualifications of the successful candidate. 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.
Why Choose Us?
Cognizant delivers solutions that draw upon the full power and scale of our associates. You will be supported by high-caliber experts and employ some of the most advanced and patented capabilities. Our associate’s diverse backgrounds offer multifaceted perspectives and fuel new ways of thinking. We encourage lively discussions which inspire better results for our clients.
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
Disclaimer
The hourly rate, 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.
Work Authorization
Due to the nature of this position, Cognizant cannot provide sponsorship for U.S. work authorization (including participation in a CPT/OPT program) for this role.
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge 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, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
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, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
