Service Desk Support Analyst

Position Overview

The Service Desk Support Analyst will provide first-level technical support and customer service for enterprise IT environments. This entry-level role involves handling incidents, requests, and changes using ITIL best practices, managing tickets in Service Now, troubleshooting Windows, Microsoft 365, networking, VPN, MFA, and supporting cloud access scenarios. The position emphasizes professionalism, communication, and multi-channel support readiness.

• Apply ITIL-based incident, request, change, and escalation management processes.

• Create, manage, and resolve tickets in Service Now ITSM, demonstrating professional communication and ticket ownership.

• Troubleshoot Windows OS, Microsoft 365, printers, drivers, and device issues.

• Manage users, passwords, and network connectivity using Active Directory, DNS, DHCP, and profile resets.

• Resolve VPN, MFA, and network access issues, including WiFi/LAN troubleshooting and password management workflows.

• Master troubleshooting across Windows, M365, Outlook, One Drive, printers, and access failures.

• Support mobile devices, MDM enrollment, Citrix/Horizon VDI, and remote session troubleshooting.

• Work with collaboration tools (SharePoint, Teams, Confluence), endpoint security, and remote support tools (RDP, Dameware, Any Desk).

• Provide basic support for AWS and Azure cloud access, including EC2, S3, Azure AD/Entra , and MFA architecture.

• Deliver customer service excellence in unified contact center environments, using Genesys, Amazon Connect, Avaya, and GenAI agent assist.

• Demonstrate clear communication, empathy, call/chat etiquette, and de‑escalation techniques in multi‑channel support scenarios.

• Collaborate with cross‑functional teams to deliver professional, multi‑channel customer support and production readiness.

• Engage in continuous learning and apply best practices in service desk, cloud, and remote support operations.

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.

• Understanding of ITIL, incident management, and ticketing systems (Service Now).

• Familiarity with Windows OS, Microsoft 365, Active Directory, DNS, DHCP, and network troubleshooting.

• Exposure to cloud platforms (AWS, Azure), endpoint security, and remote support tools.

• Strong analytical, troubleshooting, and communication skills.

• Eagerness to learn new technologies and contribute to team success.

• Experience with Service Now ITSM, ticket lifecycle management, and escalation workflows.

• Hands‑on with MDM, VDI, collaboration tools, and endpoint security.

• Familiarity with cloud access troubleshooting, call center software, and GenAI agent assist.

• Understanding of hardware fundamentals, remote support, and compliance monitoring.

• Interest in AI/ML, automation, and cloud operations for enterprise environments.

• Certifications:

• ITIL Foundation Certification

• Microsoft Certified:
  Modern Desktop Administrator Associate

• CompTIA A+, Network+, or Security+ Relevant certifications in cloud, remote support, or service desk operations

New hires will be hired at the Cognizant office in Mesa, AZ
, where you will work alongside other experienced Cognizant associates delivering technology solutions. Applicants must be willing to relocate to this major geographic area. While we attempt to honor candidate location preferences, business needs and position availability will determine final location assignment.

New hires will start in January 2026
. While we will attempt to honor candidate start date preferences, business need and position availability will determine final start date assignment. Exact start date will be communicated with enough time for you to plan effectively.

The annual salary for this position is $41,600.00 depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Cognizant delivers solutions that draw upon the full power and scale of our associates. You will be supported…