Job Summary
The Service Desk Analyst is the first point of contact for Project end users, delivering end-to-end incident and service request resolution across hardware, software, connectivity, and application issues. This role owns tickets from creation through full resolution and contributes to a high-XLA, GenAI-enabled support experience.
Key Responsibilities
• Troubleshoot and resolve hardware and software issues, including connectivity problems (Wi-Fi, VPN, email).
• Answer user questions on how to use systems/applications and provide guidance on best practices and security.
• Log, categorize, and track all reported incidents and service requests in ServiceNow through to closure.
• Own tickets end-to-end, ensuring the issue is fully resolved before closing rather than handing off prematurely.
• Deliver omnichannel support (chat, self-service portal, voice) and leverage GenAI-powered virtual agents and agentic AI tools to accelerate resolution.
• Support real-time sentiment tracking and Experience Level Agreement (XLA) metrics; escalate at-risk interactions.
• Provide expedited, white-glove support for VIP users and escalation scenarios.
• Flex staffing coverage to support seasonal/project-based demand (e.g., Brazil harvest, year-end close).
• Contribute to and consume the knowledge management/self-help library to improve First Contact Resolution (FCR).
• Support business continuity and disaster recovery protocols for the Service Desk function.
Required Qualifications & Skills
• 1-3 years in a global IT service desk or technical support role.
• Working knowledge of Windows/M365 endpoint troubleshooting, network basics (Wi-Fi/VPN), and account/email issues.
• Strong customer service, written and verbal communication skills; multilingual ability is a plus.
• Comfortable working in a ticketing system (ServiceNow preferred) and following ITIL-aligned incident processes.
• Ability to work rotating shifts/on-call as required to support 24/7 global coverage.
• Adaptability to new AI-assisted support tooling (virtual agents, agentic AI copilots).
Tools & Technologies
ServiceNow • Microsoft 365 • GenAI virtual agent / agentic AI platforms • Voice/telephony support tools • Knowledge management portal
About Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap 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, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation 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.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
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.
