Job Title: Service Desk Technician
Job Location: Hybrid [4 days in Office]- Mesa, AZ, USA.
About the Role
In this role, you will
Provide first-level technical support to end users via phone, email, and chat channels, ensuring timely resolution of incidents and service requests.
Handle inbound customer calls and perform outbound follow-ups to update users on ticket status and incident resolution.
Create, categorize, prioritize, track, and manage tickets in the ITSM tool while adhering to established SLA requirements.
Diagnose and resolve issues related to desktops, laptops, operating systems, Microsoft Office applications, hardware peripherals, and business applications.
Escalate complex incidents and service requests to appropriate resolver groups while maintaining ownership through closure.
Monitor, follow up, and drive closure of aging or open tickets, ensuring a positive customer experience and complete case ownership.
Support incident recovery activities, critical situation management, and service outage communications in collaboration with technical teams and Team Leads.
Utilize remote support tools to troubleshoot and resolve technical issues for users across multiple locations.
Maintain accurate documentation of troubleshooting steps, resolutions, and customer interactions for knowledge management and reporting purposes.
Participate in project-specific training, process improvement initiatives, and adhere to assigned shift schedules in a 24x7 operational environment.
Required Qualifications
2-3 years of experience in Service Desk, Help Desk, Technical Support, IT Support, or Contact Center environments.
Experience supporting global clients in a 24x7 operations model.
Prior experience in voice-based technical support or international service desk operations preferred.
Mandatory & Technical Skills
Hands-on experience with ITSM/ticketing tools such as ServiceNow (preferred), Remedy, Siebel, CA Helpdesk, or similar platforms.
Strong troubleshooting skills across Windows operating systems, Microsoft Office Suite, desktop applications, and computer hardware.
Experience using remote support and diagnostic tools to resolve end-user technical issues.
Working knowledge of Active Directory, password management/reset tools, domain environments, and user account administration.
Understanding of network connectivity concepts including LAN/WAN, wireless networking, internet connectivity, and SOHO network configurations.
Experience supporting email and collaboration platforms such as Microsoft Outlook/Exchange and mobile or desktop applications.
Excellent customer service, communication, analytical, multitasking, and incident management skills with the ability to work effectively in a high-volume 24x7 support environment.
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
Work model:
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is a hybrid position requiring 4 days at the client or cognizant office in Mesa, AZ, USA.
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.
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.
Things to know before you apply
- Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
- Accommodations: 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.
- AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
- Open position: Unless otherwise stated, this job posting is for an open position on our team.
- Language proficiency: 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.
- Inclusion: 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.
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.
