Service Desk Agent

Job Summary

Service Desk Analyst role in a global organization focusing on timely resolution of user incidents and service requests ensuring high customer satisfaction for hybrid day shift operations with Spanish speaking support while contributing to reliable technology services that enable scientific and business teams to deliver impactful outcomes for society.

Responsibilities

• Provide first contact resolution for user incidents and service requests through multiple channels while maintaining a courteous and efficient experience for all stakeholders.
• Handle incoming queries related to applications devices and infrastructure by accurately logging details in the service management system and prioritizing them based on defined impact and urgency.
• Diagnose and troubleshoot routine technical issues by using standard procedures knowledge articles and remote tools to restore normal service within agreed timelines.
• Coordinate with resolver groups for complex issues by supplying clear documentation impact analysis and troubleshooting steps to ensure smooth and timely handover.
• Maintain high quality records by updating tickets with activities findings and final solutions to support reporting trend analysis and continuous improvement.
• Communicate clearly with users in Spanish and other supported languages as applicable by explaining issue status resolutions and alternatives in a simple and empathetic manner.
• Adhere to service desk performance targets by monitoring personal metrics such as response time resolution time and user satisfaction and taking corrective action when needed.
• Contribute to knowledge management by suggesting new articles updating existing content and sharing recurring issues to strengthen the collective expertise of the support team.
• Support hybrid work models by assisting onsite and remote users with connectivity collaboration tools and secure access needs to maintain uninterrupted productivity.
• Apply information security and compliance guidelines in all interactions by validating user identity protecting confidential data and following approved procedures for access related requests.
• Collaborate with bioinformatics and research teams where applicable by understanding basic workflows and data tools to better support specialized service requests.
• Participate in problem management and service improvement activities by reporting patterns recurring incidents and user feedback that can help reduce future disruptions.
• Engage in regular self learning and internal training by updating skills on service desk tools business applications and industry practices to stay aligned with evolving organizational needs.

Qualifications

• Possess two to four years of experience in a professional service desk environment providing technical support for end users in a structured process driven setting.
• Demonstrate strong proficiency in service desk operations including ticket lifecycle management use of remote support tools and adherence to defined service level objectives.
• Show effective verbal communication skills in Spanish with the ability to understand user concerns clarify issues and convey solutions in a culturally sensitive manner.
• Exhibit solid troubleshooting capability in common desktop operating systems standard office productivity suites collaboration platforms and basic network connectivity scenarios.
• Bring familiarity with hybrid work patterns and modern workplace technologies such as secure remote access conferencing solutions and enterprise communication tools.
• Display an appreciation of bioinformatics or life sciences domains as a nice to have skill enabling more contextual support for research related software platforms and workflows.
• Apply structured problem solving techniques and documentation practices to ensure repeatable service quality and ease of knowledge transfer across the support function.
• Embrace company values by focusing on reliable user support that enables employees and researchers to advance innovations and solutions with positive impact on communities.

Spanish speaking is mandatory

Certifications Required

Relevant certifications such as ITIL Foundation or CompTIA A plus are preferred for structured service desk and support practice.

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.

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.