Service Desk Agent

Job Summary

Service Desk Analyst role in a global organization focusing on timely resolution of user incidents and service requests ensuring high customer satisfaction for hybrid day shift operations with Spanish speaking support while contributing to reliable technology services that enable scientific and business teams to deliver impactful outcomes for society.

Responsibilities

Provide first contact resolution for user incidents and service requests through multiple channels while maintaining a courteous and efficient experience for all stakeholders.
Handle incoming queries related to applications devices and infrastructure by accurately logging details in the service management system and prioritizing them based on defined impact and urgency.
Diagnose and troubleshoot routine technical issues by using standard procedures knowledge articles and remote tools to restore normal service within agreed timelines.
Coordinate with resolver groups for complex issues by supplying clear documentation impact analysis and troubleshooting steps to ensure smooth and timely handover.
Maintain high quality records by updating tickets with activities findings and final solutions to support reporting trend analysis and continuous improvement.
Communicate clearly with users in Spanish and other supported languages as applicable by explaining issue status resolutions and alternatives in a simple and empathetic manner.
Adhere to service desk performance targets by monitoring personal metrics such as response time resolution time and user satisfaction and taking corrective action when needed.
Contribute to knowledge management by suggesting new articles updating existing content and sharing recurring issues to strengthen the collective expertise of the support team.
Support hybrid work models by assisting onsite and remote users with connectivity collaboration tools and secure access needs to maintain uninterrupted productivity.
Apply information security and compliance guidelines in all interactions by validating user identity protecting confidential data and following approved procedures for access related requests.
Collaborate with bioinformatics and research teams where applicable by understanding basic workflows and data tools to better support specialized service requests.
Participate in problem management and service improvement activities by reporting patterns recurring incidents and user feedback that can help reduce future disruptions.
Engage in regular self learning and internal training by updating skills on service desk tools business applications and industry practices to stay aligned with evolving organizational needs.

Qualifications

Possess two to four years of experience in a professional service desk environment providing technical support for end users in a structured process driven setting.
Demonstrate strong proficiency in service desk operations including ticket lifecycle management use of remote support tools and adherence to defined service level objectives.
Show effective verbal communication skills in Spanish with the ability to understand user concerns clarify issues and convey solutions in a culturally sensitive manner.
Exhibit solid troubleshooting capability in common desktop operating systems standard office productivity suites collaboration platforms and basic network connectivity scenarios.
Bring familiarity with hybrid work patterns and modern workplace technologies such as secure remote access conferencing solutions and enterprise communication tools.
Display an appreciation of bioinformatics or life sciences domains as a nice to have skill enabling more contextual support for research related software platforms and workflows.
Apply structured problem solving techniques and documentation practices to ensure repeatable service quality and ease of knowledge transfer across the support function.
Embrace company values by focusing on reliable user support that enables employees and researchers to advance innovations and solutions with positive impact on communities.

Spanish speaking is mandatory

Certifications Required

Relevant certifications such as ITIL Foundation or CompTIA A plus are preferred for structured service desk and support practice.

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.

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.