Job Title: Service Desk Support Analyst
Team: Cloud, Infrastructure & Security (CIS)
Position Overview
This position will provide hosting operations support for all System/Application related up/down enterprise management activities & network-related within the Data Center and remote customer locations. This position will require strong technical skills infrastructure along with customer interaction to coordinate operations & configuration activities.
Key Responsibilities
· Apply ITIL-based incident, request, change, and escalation management processes.
· Create, manage, and resolve tickets in ServiceNow ITSM, demonstrating professional communication and ticket ownership.
· Troubleshoot Windows OS, Microsoft 365, printers, drivers, and device issues.
· Manage users, passwords, and network connectivity using Active Directory, DNS, DHCP, and profile resets.
· Resolve VPN, MFA, and network access issues, including WiFi/LAN troubleshooting and password management workflows.
· Master troubleshooting across Windows, M365, Outlook, OneDrive, printers, and access failures.
· Support mobile devices, MDM enrollment, Citrix/Horizon VDI, and remote session troubleshooting.
· Work with collaboration tools (SharePoint, Teams, Confluence), endpoint security, and remote support tools (RDP, Dameware, AnyDesk).
· Provide basic support for AWS and Azure cloud access, including EC2, S3, Azure AD/Entra ID, and MFA architecture.
· Deliver customer service excellence in unified contact center environments, using Genesys, Amazon Connect, Avaya, and GenAI agent assist.
· Demonstrate clear communication, empathy, call/chat etiquette, and de-escalation techniques in multi-channel support scenarios.
· Collaborate with cross-functional teams to deliver professional, multi-channel customer support and production readiness.
· Engage in continuous learning and apply best practices in service desk, cloud, and remote support operations.
Required Skills & Qualifications
· Minimum of High School diploma and/or an Associates or Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
· Understanding of ITIL, incident management, and ticketing systems (ServiceNow).
· Familiarity with Windows OS, Microsoft 365, Active Directory, DNS, DHCP, and network troubleshooting.
· Exposure to cloud platforms (AWS, Azure), endpoint security, and remote support tools.
· Strong analytical, troubleshooting, and communication skills.
· Eagerness to learn new technologies and contribute to team success.
· Experience with ServiceNow ITSM, ticket lifecycle management, and escalation workflows.
· Hands-on with MDM, VDI, collaboration tools, and endpoint security.
· Familiarity with cloud access troubleshooting, call center software, and GenAI agent assist.
· Understanding of hardware fundamentals, remote support, and compliance monitoring.
· Interest in AI/ML, automation, and cloud operations for enterprise environments.
· Certifications:
o ITIL Foundation Certification
o Microsoft Certified: Modern Desktop Administrator Associate
o CompTIA A+, Network+, or Security+
o Relevant certifications in cloud, remote support, or service desk operations
Location
New hires will be hired at the Cognizant office in XXX, where you will work alongside other experienced Cognizant associates delivering technology solutions. Applicants must be willing to relocate to this major geographic area. While we attempt to honor candidate location preferences, business needs and position availability will determine final location assignment.
Start Date
New hires will start in January 2026. While we will attempt to honor candidate start date preferences, business need and position availability will determine final start date assignment. Exact start date will be communicated with enough time for you to plan effectively.
Salary and Other Compensation:
The annual salary for this position is $45,000 depending on experience and other qualifications of the successful candidate. 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.
Why Choose Us?
Cognizant delivers solutions that draw upon the full power and scale of our associates. You will be supported by high-caliber experts and employ some of the most advanced and patented capabilities. Our associate’s diverse backgrounds offer multifaceted perspectives and fuel new ways of thinking. We encourage lively discussions which inspire better results for our clients.
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
Disclaimer
The hourly rate, 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.
Work Authorization
Due to the nature of this position, Cognizant cannot provide sponsorship for U.S. work authorization (including participation in a CPT/OPT program) for this role.
À propos de nous
Cognizant (NASDAQ: CTSH) est un concepteur d’IA et un fournisseur de services technologiques. Avec notre gamme de solutions IA full-stack, nous accompagnons nos clients au carrefour de l’investissement dans l’IA et de la valeur ajoutée. Notre grande expertise sectorielle, des processus et de l’ingénierie nous permet de convertir le contexte propre à chaque entreprise en systèmes technologiques amplificateurs du potentiel humain, générateurs de résultats tangibles et garants de l’avantage des acteurs internationaux dans un monde en constante évolution. Découvrez notre méthode sur www.cognizant.com ou suivez @cognizant.
Renseignments suppplémentaires sur l'emploi
Les informations sur la rémunération sont exactes à la date de publication. Cognizant se réserve le droit de modifier ces informations à tout moment, conformément aux lois applicables.
Les exigences linguistiques varient selon les postes, mais nous demandons à tous les candidats d’avoir une connaissance de base de l’anglais afin de faciliter les communications internes à l’échelle de l’entreprise. Pour les postes basés au Québec, une maîtrise de l’anglais est requise puisque vous fournirez des services et collaborerez avec des parties prenantes situées hors de la province, qui ne parlent pas nécessairement le français.
Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, de l'information génétique, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée telle que décrite par les lois fédérales, provinciales ou locales.
Si vous avez un handicap qui nécessite un aménagement raisonnable pour rechercher une offre d'emploi ou poser une candidature, envoyiez un courriel à [email protected] avec votre demande et vos coordonnées.