About the role
As an IT Service Desk Analyst, you will make an impact by delivering exceptional technical support and ensuring seamless IT operations for a leading global payment services client. You will be a valued member of the Global Service Desk team and work collaboratively with end users, VIP stakeholders, and cross-functional operations teams across multiple regions.
This role offers the opportunity to support enterprise-scale IT environments in a fast-paced, mission-critical industry where every interaction contributes to business continuity and customer success.
In this role, you will:
- Serve as the primary point of contact for end users and VIP users, providing support through phone, email, chat, and ticketing platforms.
- Diagnose, troubleshoot, and resolve Level 1 incidents and service requests, escalating complex issues to specialized support teams when required.
- Monitor and manage ticket queues to ensure service level agreements (SLAs) and operational targets are consistently achieved.
- Maintain and enhance knowledge resources, including knowledge base articles, known error records, and FAQ documentation.
Collaborate with global operational and technical teams to support business-critical services and improve the end-user experience.
Work model
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance through our various wellbeing programs. Based on this role’s business requirements, this is an onsite position located in Brazil.
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:
- Proficiency in Spanish, Portuguese, and English, with excellent verbal and written communication skills.
- Strong customer service, interpersonal, and relationship-building skills, with the ability to support users from diverse cultural backgrounds.
- Strong analytical and troubleshooting skills with a structured approach to incident resolution.
- Experience working with IT service management (ITSM) tools such as ServiceNow, Jira Service Management, or similar platforms.
- Good understanding of incident management processes, service level agreements (SLAs), and ticket prioritization.
- Ability to manage multiple priorities effectively while maintaining a high level of accuracy and customer satisfaction.
- Comfortable working in a collaborative, cross-functional, and multicultural support environment.
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
These will help you stand out:
- ITIL Foundation certification or knowledge of ITIL service management practices.
- Experience supporting VIP or executive-level users.
- Exposure to payment services, financial services, or fintech environments.
- Knowledge of Active Directory, Microsoft 365, VPN technologies, and endpoint management tools.
- Experience creating and maintaining knowledge base articles, known error databases (KEDB), and support documentation.
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.
À propos de Cognizant
Cognizant (NASDAQ: CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif: améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus: cognizant.ai ou @cognizant.
À savoir avant de postuler
- Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
- Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
- L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
- Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
- Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
- Inclusion: 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, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.