Service Desk Agent

About the role

As a Service Desk Agent, you will make an impact by delivering high-quality technical support and customer service to end users. You will be a valued member of the IT Support team and work collaboratively with Service Managers, Infrastructure teams, Application Support teams, and other technology stakeholders to ensure a seamless support experience.

In this role, you will:

• Provide first-level support to users requiring technical assistance.
• Respond to inquiries received via phone, email, and other support channels.
• Troubleshoot issues related to software, hardware, and business applications.
• Accurately document and manage incidents and service requests using the approved ticketing system.
• Develop knowledge of client environments, applications, support processes, and IT services.
• Collaborate with cross-functional IT teams to resolve issues and improve service delivery.

Work model

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring attendance at a client or Cognizant office based on project and business needs. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.

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.

What you need to have to be considered

• Fluent Spanish and Portuguese communication skills (written and spoken).
• Basic English proficiency.
• Experience in Service Desk, Help Desk, Technical Support, Customer Service, or a related support environment.
• Experience using ticketing or incident management tools.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication skills.

These will help you stand out

• Knowledge of ITIL or IT Service Management practices.
• Experience supporting enterprise applications and corporate environments.
• Familiarity with Windows operating systems, Microsoft Office, and remote support tools.
• Experience working in multilingual or multicultural environments.
• Strong organizational and collaboration skills.

Schedule: Sunday to Thursday - 8:00 - 17:00

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.