Service Desk Agent

About The Role
As a Service Desk Agent, you will make an impact by being the first point of contact for users seeking technical assistance, ensuring their productivity and satisfaction through timely and effective support. You will be a valued member of the CIS team and work collaboratively with other support tiers and technical teams to resolve issues and fulfill service requests.

In This Role, You Will

• Respond to user inquiries via phone, email, chat, or ticketing systems, ensuring accurate logging and categorization of incidents.
• Perform initial troubleshooting of hardware, software, and basic network issues, resolving them at first contact whenever possible.
• Escalate complex or unresolved issues to Level 2/3 support teams while maintaining user communication.
• Process standard service requests such as software installations, account management, and access permissions.
• Document all actions taken and contribute to knowledge base articles to improve resolution efficiency and promote self-service.

Work model
We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role's business requirements, this is a hybrid position requiring 3 days a week in a client or Cognizant office in city, state. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

What You Need To Have To Be Considered

• Proficiency in troubleshooting common hardware and software issues.
• Familiarity with operating systems (Windows, macOS) and business applications (e.g., Microsoft Office Suite).
• Experience using ticketing/ITSM systems such as ServiceNow or Remedy.
• Basic understanding of networking concepts (TCP/IP, DNS, VPN) and user account management (e.g., Active Directory).
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

These Will Help You Stand Out

• Experience with remote support tools.
• Ability to remain calm and efficient under pressure, especially during high-impact incidents.
• Strong organizational skills and attention to detail in managing multiple requests.
• A customer-centric mindset with a focus on delivering excellent support.
• Experience contributing to documentation and knowledge management initiatives.
• Advanced level of Portuguese and Spanish.
• Basic/intermediate level of English.

Benefits

• A career in one of the largest and fastest growing IT services providers worldwide.
• Ongoing support and funding with training and development plans.
• Opportunity to work for leading global companies.
• Our work environment is diverse, collaborative and inclusive. We create conditions for everyone to thrive.
• A highly competitive salary and great benefits, such as OSDE for you and your primary family group, annual bonus, and many other benefits that we are going to share during the selection process.

Cognizant siempre está buscando talento. Continuamente buscamos candidatos que colmen las expectativas del negocio.
Este aviso laboral representa un potencial trabajo futuro dentro de nuestra compañía. Si bien la posición no está abierta actualmente, queremos darte la oportunidad de expresar tu interés en futuras oportunidades. Si estas vacantes se activan, te contactaremos y en ese momento podrás definir si te interesa o no participar del proceso de selección.
Gracias por tu interés