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.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Additional employment information
Compensation 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.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] for roles based in the Americas or [email protected] for roles based in India.
