Job Summary
The Tier 1 Service Desk or Global Support Desk Analyst provides first line technical support to end users in a 24x7x365 environment. The role focuses on delivering high quality customer service accurate incident logging timely resolution of common IT issues and effective escalation of complex incidents. This position supports end user computing EUC business applications identity and access management messaging and basic infrastructure services across a global customer base.
Responsibilities
The Tier 1 Service Desk or Global Support Desk Analyst provides first line technical support to end users in a 24x7x365 environment. The role focuses on delivering high quality customer service accurate incident logging timely resolution of common IT issues and effective escalation of complex incidents. This position supports end user computing EUC business applications identity and access management messaging and basic infrastructure services across a global customer base.
Work Environment
24x7 operations with rotating shifts on call weekend and holiday coverage as required
Hybrid work setup depending on location and business needs
Global support engagement with international users
Key Responsibilities
Service Delivery & Customer Support
Serve as the first point of contact for end user technical issues via phone email chat and ticketing tools
Provide first level resolution for EUC account provisioning password resets messaging VPN or connectivity and L1 business application support
Deliver desk side or remote assistance as required
Demonstrate strong customer service communication and listening skills in all interactions
Incident & Request Management
Log categorize prioritize update and close incidents and service requests accurately within defined SLAs
Perform initial troubleshooting root cause identification and resolution for standard issues
Escalate unresolved or high impact incidents to appropriate resolver groups per ITIL guidelines
Monitor tickets through resolution and maintain ownership until closure
Technical Support Scope L1
Active Directory user management password resets account unlocks basic account administration
Email and messaging support Outlook or Exchange basic mailbox issues
Desktop and laptop hardware or software support MacOS Windows OS MS Office Adobe standard applications
VPN remote access and basic network connectivity troubleshooting
Use of remote support tools to diagnose and resolve user issues
Documentation & Compliance
Ensure accurate and complete documentation of incidents resolutions and workarounds
Follow ITIL aligned incident request and escalation processes
Maintain data confidentiality access controls and security practices
Collaboration & Continuous Improvement
Work effectively with multi vendor resolver groups and internal support teams
Show initiative in learning new technologies tools and processes
Participate in process improvement initiatives knowledge base updates and operational projects when required
Required Qualifications & Experience
2 to 4+ years of experience in IT Service Desk or Helpdesk or Global Support environments
Prior experience supporting international customers in a voice based support model preferred
Exposure to 24x7 operations and production support environments
ITIL Foundation certification (preferred)
Technical diploma or bachelors degree in IT Computer Science or related discipline (or equivalent experience)
Technical Skills
- Ticketing tools: ServiceNow Remedy or equivalent ITSM platforms
End User Computing (EUC) and desktop support
Active Directory and identity management basics
Messaging platforms (Exchange or Outlook Lotus Notes exposure a plus)
Remote support tools (e.g. Bomgar DameWare VNC)
Basic understanding of networking concepts (VPN WiFi connectivity issues)
Microsoft 365 and common enterprise applications
Core Competencies & Soft Skills
Excellent verbal and written communication skills
Strong customer service orientation and professionalism
Analytical thinking and structured troubleshooting approach
Ability to work independently with minimal supervision
Confidence handling critical or high pressure situations
Strong interpersonal and coordination skills
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.
