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Service Desk Agent

00070941232


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.

About Cognizant: 
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap 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, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai 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.

Benefits that help you thrive and grow

Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include retirement plans, financial education, etc.

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Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

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Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

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Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

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Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

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Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

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Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

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Step 4: Decision time

Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

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What I value most about working at Cognizant is the opportunity to innovate while delivering real business impact. My role allows me to combine strategy, technology, and collaboration across global teams, which makes every project meaningful. The support for continuous learning and innovation has been instrumental in my growth.
Beata Ogorzala Senior Event Manager
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Cognizant has one of the best learning ecosystems you can ask for. From sponsored certifications to training platforms to mentorship, we have all that we need to grow.
Debashish Mishra SAP MM Developer
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Cognizant offers me more than a job; it offers a community. We support each other, collaborate across borders and celebrate wins together. If you’re looking for a culture that values flexibility, diversity and growth, this is the place to be.
Laura Reynaud Lead Counsel
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When I first joined, I was quiet and hesitant to share my thoughts. The leadership programs and the mentoring I’ve received have helped me find my voice and grow as a leader.
Sujatha Gopalakrishnan Portfolio Delivery Lead
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I’ve had the chance to work on impactful projects and shadow colleagues, all while getting involved in internal initiatives. The world is your oyster at Cognizant—you just need to take advantage of it!
Lucas Hoffman Consultant

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