Service Desk Associate

Applicants must be authorized to work in the US without sponsorship.
Please note, this role is not able to offer visa transfer or sponsorship now or in the future.

This role is for a Service Desk Associate with experience in service desk operations and desktop support within a day shift work from office model. The candidate will guide complex incident resolution, optimize support workflows and enhance user satisfaction while working closely with cross functional teams to ensure reliable and efficient end user technology services.

• Manage day to day service desk operations to ensure timely resolution of incidents and requests while maintaining high service quality and user satisfaction levels

• Coordinate Service Now ticket lifecycle from logging and triage through closure to ensure consistent categorization prioritization and documentation of all support interactions

• Oversee desktop support activities for office based users by handling installations upgrades configurations and troubleshooting to maintain stable and secure endpoints

• Implement continuous improvement initiatives for support processes by analyzing recurring issues and recommending changes that reduce incidents and enhance productivity

• Guide complex technical issue resolution by collaborating with infrastructure and application teams to minimize business disruption and ensure clear communication to stakeholders

• Monitor service performance metrics such as ticket volume resolution time and user feedback to identify improvement areas and drive data informed operational decisions

• Develop and maintain standard operating procedures knowledge articles and troubleshooting guides to promote consistent handling of incidents and enable faster resolution

• Coordinate with business partners to understand technology needs and translate them into practical support solutions that align with organizational objectives

• Ensure adherence to security and compliance standards in all support activities by enforcing approved tools configurations and access controls to protect company assets and data

• Provide technical coaching to junior team members in service desk and desktop support functions to help them enhance troubleshooting capabilities and customer interaction skills

• Collaborate with Service Now administrators and process owners to refine workflows catalogs and automation opportunities that streamline user interactions and reduce manual effort

• Assist in planning and execution of desktop hardware and software refresh activities ensuring minimal impact on users and alignment with enterprise standards

• Communicate clearly with users in English through multiple channels to explain technical issues resolutions and preventive measures in a simple and respectful manner

• Participate in problem management activities by analyzing root causes of major incidents and recommending sustainable fixes that improve overall system stability

• Possess professional experience of three to seven years in technical support environments covering service desk Service Now and desktop support functions within large organizations

• Demonstrate practical expertise in handling incident request and problem tickets using Service Now including categorization prioritization escalation and closure with detailed documentation

• Show strong skills in supporting desktop operating systems office productivity tools endpoint security and remote troubleshooting technologies for enterprise users

• Exhibit ability to interpret service performance reports identify trends and propose realistic improvements that enhance response time resolution quality and user satisfaction

• Communicate fluently in English at a native level in both verbal and written forms with the capacity to explain technical topics in clear and inclusive language for nontechnical users

• Apply structured troubleshooting methodologies to diagnose and resolve hardware software network and access issues while keeping users informed throughout the process

• Display familiarity with IT service management concepts such as incident management request fulfillment change management and knowledge management aligned to industry practices

We are offering an annual compensation between $64,000-$74,000. 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.

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave

Disclaimer:
The salary, other compensation, and benefits 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.