IT Service Desk
Location : Mesa AZ
Job Summary
Service Desk Analyst will provide advanced application support user access management and incident resolution for enterprise service desk platforms ensuring stable and secure operations for global users in a hybrid work model with rotational shifts. The role focuses on efficient issue handling high customer satisfaction and alignment with company standards across devices and core systems.
Responsibilities
- Provide specialized support for service desk applications to resolve complex user issues and ensure reliable performance across global business environments
- Manage user access requests through structured access management processes to maintain secure and compliant access to business critical systems
- Handle incident tickets from intake through resolution by accurately documenting issues and following standardized procedures to restore services within agreed timelines
- Coordinate with technical and business teams to analyze recurring service desk problems and recommend practical improvements for system stability and user experience
- Monitor service desk queues and prioritize work based on impact and urgency to maintain consistent service levels and minimize disruption for end users
- Execute user access management activities including account creation modification and deprovisioning while strictly following company policies and audit guidelines
- Perform detailed troubleshooting for device related issues linked to service desk interactions to help users regain productivity quickly and safely
- Maintain clear and thorough documentation of resolutions known errors and workarounds to enrich the knowledge base and support faster issue handling by the wider team
- Communicate proactively with users to set expectations provide status updates and ensure that resolutions are well understood and aligned with their operational needs
- Collaborate with cross functional teams to support service transitions application updates and configuration changes while safeguarding continuity of core services
- Review service desk performance metrics and contribute insights that help refine support processes strengthen controls and improve the quality of delivered services
- Adhere to rotational shift schedules and hybrid work practices while ensuring consistent coverage availability and responsiveness for assigned support windows
- Contribute to initiatives that enhance digital workplace reliability and accessibility enabling colleagues to focus on delivering value to customers and society through secure technology use
Qualifications
- Demonstrate solid experience in service desk application support with the ability to diagnose issues within ticketing and workflow systems and guide effective resolutions
- Exhibit strong practical knowledge of user access management concepts including access controls segregation of duties and compliance requirements in enterprise settings
- Apply core service desk practices such as incident categorization prioritization and escalation using structured methodologies and common support frameworks
- Show proficiency in working with devices such as laptops mobile devices and peripherals by understanding typical problems and coordinating appropriate remedial actions
- Utilize clear written and verbal communication skills to interact with users team members and stakeholders in a concise respectful and solution oriented manner
- Employ analytical and problem solving capabilities to examine incident trends identify root causes and support continuous improvement of service performance
- Demonstrate adaptability to hybrid work arrangements and rotational shifts while maintaining productivity reliability and high quality of service delivery
- Display familiarity with standard service management principles and tools to align day to day work with organizational policies controls and reliability objectives
Key Responsibilities : Taking calls, handling tickets/chats/emails, troubleshooting technical issues related to applications, client devices, network, vpn, printers..etc, maintain service levels, adhere to client processes, document troubleshooting steps and resolve issues
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.
