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.
La communauté Cognizant :
Nous sommes une équipe de professionnels dont les membres s'apprécient et se soutiennent mutuellement. Nos collaborateurs sont les garants d'un lieu de travail dynamique, collaboratif et inclusif où chacun peut s'épanouir.
- Cognizant est une communauté mondiale qui compte plus de 300 000+ collaborateurs dans le monde entier.
- Nous ne nous contentons pas de rêver de façons idéales, nous apportons des améliorations concrêtes
- Nous prenons soin de nos collaborateurs, de nos clients, de notre entreprise, de nos communautés et du climat, en faisant ce qui est juste.
- Nous favorisons un environnement innovant où vous pouvez construire le plan de carrière qui vous convient.
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.
Cognizant est un employeur soucieux de l'égalité des chances entre candidats. Votre candidature sera étudiée indépendamment de votre race, couleur, sexe, religion, croyances, orientation sexuelle, identité de genre, origine, handicap, informations génétiques, grossesse, statut d'ancien militaire ou de toute autre critère jugé discriminant par les lois européennes ou françaises.
Vous êtes porteur d'un handicap, vous pouvez-nous contacter par courriel [email protected] si vous souhaitez préciser les aménagements nécessaires pour le poste ou les entretiens à venir.
Mentions légales :
Les informations relatives à la rémunération du poste à pourvoir dépendent de la date de publication de l’offre de poste. Cognizant se réserve le droit de modifier ces informations à tout moment, sous réserve des lois applicables.
Les candidats peuvent être invités à participer à des entretiens en face à face ou par vidéoconférence. En outre, les candidats peuvent être amenés à présenter une carte d'identité valide lors de chaque entretien.