Service Desk Agent

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

We have an exciting opportunity for an exceptional individual to work supporting one of our clients as
Service Desk Agent
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 escalate 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

• 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 dedicate to provide excellent user support and satisfaction.
• Fluent communication skills in Spanish and English.
• Ability to rotate shifts in an environment of 24x7.

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 build 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.
Igualdad de Empleo y Política de Acción Afirmativa:
Cognizant es un empleador que ofrece igualdad de oportunidades. Todos los solicitantes calificados recibirán consideración para el empleo sin distinción de sexo, identidad de género, orientación sexual, raza, color, religión, origen nacional, discapacidad, estado de veterano protegido, edad o cualquier otra característica protegida por la ley.
At Cognizant we believe than our culture make us stronger
Join us now