Trainee

Job Summary

Trainee Service Desk Analyst will support hybrid delivery of governance risk compliance and finance accounting services by responding to user requests documenting incidents and assisting in issue resolution. The role focuses on learning structured support processes ensuring accurate information capture and contributing to stable operations while gaining domain understanding across compliance and financial activities.

Responsibilities

• Handle incoming service desk requests through approved channels by documenting issues clearly and performing initial analysis to support timely resolution of user concerns in alignment with organizational policies and procedures.
• Provide detailed incident logging and status updates in the service management tool to ensure accurate records that support performance reporting continuous improvement and audit readiness.
• Assist in troubleshooting common application access and configuration issues related to finance and accounting and governance risk compliance systems under guidance from senior team members.
• Support adherence to defined escalation paths by promptly identifying complex issues and routing them to appropriate technical or domain experts so that service levels and response times are consistently maintained.
• Maintain awareness of hybrid work practices by coordinating support activities for both on site and remote users ensuring consistent communication and reliable access to critical business applications.
• Collaborate with domain specialists in governance risk compliance to capture control requirements within service desk tickets so that remediation actions align with enterprise risk standards and regulatory expectations.
• Work closely with finance and accounting teams to understand key processes such as transaction processing reconciliations and reporting to better interpret incidents and prioritize resolution based on business impact.
• Follow structured procedures for user verification and data handling to protect sensitive financial and compliance information and uphold organizational commitments to confidentiality and integrity.
• Contribute to knowledge base documentation by drafting clear step by step articles for frequent issues enabling faster resolution improved self service and more consistent support experiences.
• Participate in periodic reviews of incident trends with the service desk team to identify recurring problems propose improvement ideas and support implementation of practical changes that reduce disruption.
• Engage proactively in training sessions on service desk tools compliance frameworks and finance concepts to build technical and domain proficiency and apply new learning to daily support activities.
• Communicate clearly and professionally with users and stakeholders by setting expectations sharing progress updates and confirming resolution to reinforce trust in support services and overall business operations.
• Support internal control and audit activities by providing accurate ticket histories evidence of procedure adherence and timely responses to information requests which strengthen organizational governance outcomes.

Qualifications

• Demonstrate foundational experience or training in service desk operations including incident management request fulfillment and basic troubleshooting within a structured support environment.
• Apply introductory understanding of governance risk and compliance principles such as control implementation risk awareness and policy adherence when handling tickets that involve regulated processes.
• Use basic knowledge of finance and accounting concepts including invoice handling expense recording and reconciliation awareness to interpret user issues and support appropriate routing or resolution.
• Operate effectively in a hybrid work model by using collaboration tools time management practices and clear communication to coordinate with colleagues and stakeholders across locations.
• Show capability to work standard day shifts while managing workloads efficiently tracking open tickets and ensuring that agreed service levels and response times are consistently supported.
• Exhibit strong written and verbal communication skills for documenting incidents creating understandable updates and interacting with diverse stakeholders in a respectful and inclusive manner.
• Display attention to detail and a structured approach to following procedures checklists and standard operating guidelines to minimize errors and ensure reliable support outcomes.

Sobre a Cognizant
Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram resultados tangíveis e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em cognizant.ai ou @cognizant.

A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.

Informações adicionais de emprego 
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista. 

Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa. 

A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.

Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.