Job Summary
Serve as an Infra Technology Specialist focused on enterprise Service Desk and Service Desk application support delivering stable and secure user support services in a hybrid work model. Use eight to twelve years of experience to enhance incident resolution optimize support tools and strengthen operational resilience enabling business users to work efficiently and securely every day.
Responsibilities
- Manage end to end Service Desk operations to ensure timely logging classification assignment and resolution of incidents for global business users
- Coordinate Service Desk application support activities to maintain stable platforms covering ticketing workflow automation and reporting tools
- Monitor incident and request queues to prioritize high impact issues and reduce user downtime through efficient triage and escalation
- Analyze incident trends to identify recurring issues and drive long term corrective actions that improve overall service quality
- Implement knowledge articles runbooks and standard responses to enhance first contact resolution rates and reduce repeat contacts
- Collaborate with application infrastructure and security teams to resolve complex incidents while protecting system integrity and data privacy
- Optimize Service Desk workflows and automation rules to streamline user interactions and shorten turnaround times for common requests
- Ensure compliance with organizational policies and industry standards by enforcing proper incident documentation and change awareness in daily support
- Provide guidance to junior team members by sharing best practices in troubleshooting communication and customer handling within the Service Desk context
- Engage with business stakeholders to understand service expectations and translate them into measurable support targets and continuous improvement actions
- Conduct regular reviews of Service Desk performance metrics to report on trends identify gaps and propose practical remediation plans
- Maintain configuration and integration of Service Desk tools with monitoring and asset management systems to provide a unified operational view
- Prepare and deliver clear communication updates during major incidents to keep users informed and reduce operational uncertainty
Qualifications
- Possess a strong background in enterprise Service Desk operations with significant hands on experience in managing incidents requests and escalations in large environments
- Demonstrate proficiency with common Service Desk and IT service management tools including platforms comparable to ServiceNow Remedy or similar enterprise solutions
- Exhibit deep understanding of incident problem and change practices following widely accepted service management frameworks in practical daily operations
- Apply advanced troubleshooting skills across operating systems end user devices core business applications and network connectivity scenarios within office and remote setups
- Showcase experience in configuring and supporting Service Desk workflows email integrations notification rules and reporting dashboards for service performance tracking
- Communicate effectively with business and technical stakeholders using clear inclusive and non technical language tailored to different audiences
- Display a continuous improvement mindset with experience in driving initiatives that enhance self service usage knowledge base quality and customer satisfaction scores
- Prefer prior exposure to hybrid work environments requiring remote support capabilities secure connectivity awareness and collaboration tool familiarity
- Value professional certifications in service management or technical domains that validate structured approaches to Service Desk and application support delivery
Certifications Required
ITIL Foundation certification or equivalent service management certification recommended for Service Desk and IT support professionals.
La Comunidad Cognizant:
Somos un equipo que se aprecia y apoya mutuamente. Nuestros asociados trabajan en un entorno colaborativo e integrador en el que todos pueden prosperar.
- Cognizant es una comunidad global con más de 300.000+ asociados en todo el mundo.
- No solo soñamos con un mundo mejor, sino que trabajamos para hacerlo realidad.
- Cuidamos de nuestros asociados, clientes, socios, comunidades y entorno haciendo lo correcto.
- Fomentamos un entorno innovador en el que puedes desarrollar tu carrera profesional.
Acerca de nosotros
Cognizant (NASDAQ: CTSH) es arquitecto de soluciones de IA y proveedor de servicios tecnológicos que traduce la inversión en inteligencia artificial en valor empresarial real mediante soluciones de IA de stack completo adaptadas a cada cliente. Su profundo conocimiento de la industria, los procesos y la ingeniería le permite integrar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan un impacto real en el negocio y mantienen a las grandes empresas globales un paso adelante en un mundo en constante cambio. Para más información, visita www.cognizant.es o síguenos en @cognizant.
Cognizant es un empleador que ofrece igualdad de oportunidades. Tu solicitud y candidatura no serán consideradas en base a raza, color, sexo, religión, credo, orientación sexual, identidad de género, origen nacional, discapacidad, información genética, embarazo, condición de veterano o cualquier otra característica protegida por las leyes federales, estatales o locales.
Advertencia:
La información sobre remuneración es exacta a la fecha de esta publicación. Cognizant se reserva el derecho a modificar esta información en cualquier momento, sujeto a la legislación aplicable.Es posible que los candidatos deban asistir a entrevistas en persona o por videoconferencia e, incluso, que tengan presentar su documento de identidad vigente, durante cada entrevista.