Service Desk Agent

hace 1 semana

Guadalajara, México Cognizant A tiempo completo

We’re hiring At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant As Service Desk Agent, you will act as the first point of contact for users (customers or employees) seeking technical assistance or information, typically working in an IT support environment. Your core responsibility is to diagnose, resolve, or elevate issues efficiently to ensure user productivity and satisfaction. You will be responsible for helping users resolve technical issues and ensure smooth operation of IT Services. Key Responsibilities User Support: Respond to user inquiries via phone, email, chat, or ticketing systems (SNOW, Remedy). Issue Diagnosis: Troubleshoot problems related to hardware, software, networks, printers, user accounts and any other possible technical issue. Ticket Management: Log, track, and update service requests and incidents in the ticketing system. Take total ownership of all incidents and service requests. Escalation: Forward complex issues to the correct level 2 or 3 support teams when necessary. Documentation: Maintain records of issues and solutions on all touched incidents or service requests – also, raise when necessary the need of building a knowledge base article. User Guidance: Educate users on best practices and basic IT procedures, guiding and motivating them to use self-healing techniques. Essential Skills Advanced French language Strong communication and interpersonal skills. Strong verbal and written communication skills are paramount for interacting clearly with users and documenting issues. Proficiency in troubleshooting common hardware and software issues. Familiarity with various operating systems (Windows, macOS, etc.) and common business applications (e.g., Microsoft Office Suite) and basic to intermediate technical knowledge. Experience with remote support tools. Problem-solving and analytical thinking. Ability to work under pressure and multitask Familiarity with ITIL or other service management frameworks (a plus) Focused on customer‑centric, and dedicated to provide excellent user support and satisfaction. Fluent communication skills in Spanish and Portuguese. English Intermediate (Written). Ability to rotate shifts in an environment of 10x5. Why Cognizant? Improve your career in one of the largest and fastest growing IT services providers worldwide Receive ongoing support and funding with training and development plans Have a highly competitive benefits and salary package Get the opportunity to work for leading global companies We are committed to respecting human rights and building a better future by helping your minds and the environment We invest in people and their wellbeing. We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered. At Cognizant we believe that our culture makes us stronger Join us now #BeCognizant #IntuitionEngineered #J-18808-Ljbffr

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