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.
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.
