About the role
As an IT Service Desk Analyst, you will make an impact by delivering exceptional technical support and ensuring seamless IT operations for a leading global payment services client. You will be a valued member of the Global Service Desk team and work collaboratively with end users, VIP stakeholders, and cross-functional operations teams across multiple regions.
This role offers the opportunity to support enterprise-scale IT environments in a fast-paced, mission-critical industry where every interaction contributes to business continuity and customer success.
In this role, you will:
Serve as the primary point of contact for end users and VIP users, providing support through phone, email, chat, and ticketing platforms.
Diagnose, troubleshoot, and resolve Level 1 incidents and service requests, escalating complex issues to specialized support teams when required.
Monitor and manage ticket queues to ensure service level agreements (SLAs) and operational targets are consistently achieved.
Maintain and enhance knowledge resources, including knowledge base articles, known error records, and FAQ documentation.
Collaborate with global operational and technical teams to support business-critical services and improve the end-user experience.
Work model
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance through our various wellbeing programs. Based on this role’s business requirements, this is an onsite position located in Brazil.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured, we will always be clear about role expectations.
What you need to have to be considered
Proficiency in Spanish, Portuguese, and English, with excellent verbal and written communication skills.
Strong customer service, interpersonal, and relationship-building skills, with the ability to support users from diverse cultural backgrounds.
Strong analytical and troubleshooting skills with a structured approach to incident resolution.
Experience working with IT service management (ITSM) tools such as ServiceNow, Jira Service Management, or similar platforms.
Good understanding of incident management processes, service level agreements (SLAs), and ticket prioritization.
Ability to manage multiple priorities effectively while maintaining a high level of accuracy and customer satisfaction.
Comfortable working in a collaborative, cross-functional, and multicultural support environment.
Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
These will help you stand out
ITIL Foundation certification or knowledge of ITIL service management practices.
Experience supporting VIP or executive-level users.
Exposure to payment services, financial services, or fintech environments.
Knowledge of Active Directory, Microsoft 365, VPN technologies, and endpoint management tools.
Experience creating and maintaining knowledge base articles, known error databases (KEDB), and support documentation.
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
Acerca de Cognizant
Cognizant (Nasdaq: CTSH) es un creador de soluciones de IA y proveedor de servicios tecnológicos que conecta la inversión en IA con el valor empresarial mediante el desarrollo de soluciones de IA full‑stack para sus clientes. Su profundo conocimiento de la industria, junto con su experiencia en procesos e ingeniería, permite incorporar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan resultados tangibles y mantienen a las empresas a la vanguardia en un entorno en constante cambio. Más información en cognizant.ai o @cognizant.
Información adicional de empleo
La información de compensación es precisa a la fecha de esta publicación. Cognizant se reserva el derecho de modificar esta información en cualquier momento, sujeto a la legislación aplicable.
Es posible que se requiera que los solicitantes asistan a entrevistas en persona o por videoconferencia. Además, es posible que se requiera que los candidatos presenten su identificación actual emitida por el estado o gobierno durante cada entrevista.
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.
Si tienes una discapacidad que requiere adaptaciones razonables para buscar una vacante de trabajo o enviar una solicitud, puedes enviar un correo electrónico a [email protected] con tu solicitud e información de contacto.