IT Support Technician

Cognizant; São Paulo; Presencial; BRL 60 000 - 85 000; Tempo integral

Resumo da oferta

Cognizant in Brazil is seeking an IT Service Desk Analyst to deliver technical support for a global payments client, ensuring IT operations run smoothly.

You will be the first point of contact for end users, handle incidents and service requests, and collaborate with regional and global teams to improve the end-user experience.

Fluency in Spanish, Portuguese, and English, plus ITSM tooling like ServiceNow or Jira, are valued.

Qualificações

• Bachelor's degree in Information Technology, Computer Science, or equivalent practical experience.
• Proficiency in Spanish, Portuguese, and English with strong communication.
• Experience with ITSM tools and incident management processes.
• Ability to manage multiple priorities with accuracy and customer satisfaction.
• Experience supporting diverse users in a global environment.

Responsabilidades

• Serve as primary contact for end users and VIP users via phone, email, chat, and ticketing platforms.
• Diagnose, troubleshoot, and resolve Level 1 incidents; escalate complex issues as needed.
• Monitor and manage ticket queues to meet SLAs and targets.
• Maintain and enhance knowledge resources, KB articles, and FAQs.
• Collaborate with global teams to support critical services and improve user experience.

Conhecimentos

Spanish proficiency

Portuguese proficiency

English proficiency

Customer service

Interpersonal skills

Analytical thinking

Troubleshooting

ITSM familiarity

Incident management

Prioritization

Formação académica

Bachelor's degree in Information Technology or Computer Science

Ferramentas

ServiceNow

Jira Service Management

Active Directory

Microsoft 365

VPN technologies

Endpoint management tools

Descrição da oferta de emprego

About the role

As an IT Service Desk Analyst, you will make an impact by delivering exceptional technical support and ensuring seamless IT operations for a leading global payment services client. You will be a valued member of the Global Service Desk team and work collaboratively with end users, VIP stakeholders, and cross-functional operations teams across multiple regions.

This role offers the opportunity to support enterprise-scale IT environments in a fast-paced, mission-critical industry where every interaction contributes to business continuity and customer success.

In this role, you will:

• Serve as the primary point of contact for end users and VIP users, providing support through phone, email, chat, and ticketing platforms.
• Diagnose, troubleshoot, and resolve Level 1 incidents and service requests, escalating complex issues to specialized support teams when required.
• Monitor and manage ticket queues to ensure service level agreements (SLAs) and operational targets are consistently achieved.
• Maintain and enhance knowledge resources, including knowledge base articles, known error records, and FAQ documentation.
• Collaborate with global operational and technical teams to support business-critical services and improve the end-user experience.

Work model

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance through our various wellbeing programs. Based on this role’s business requirements, this is an onsite position located in Brazil.

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 Spanish, Portuguese, and English, with excellent verbal and written communication skills.
• Strong customer service, interpersonal, and relationship-building skills, with the ability to support users from diverse cultural backgrounds.
• Strong analytical and troubleshooting skills with a structured approach to incident resolution.
• Experience working with IT service management (ITSM) tools such as ServiceNow, Jira Service Management, or similar platforms.
• Good understanding of incident management processes, service level agreements (SLAs), and ticket prioritization.
• Ability to manage multiple priorities effectively while maintaining a high level of accuracy and customer satisfaction.
• Comfortable working in a collaborative, cross-functional, and multicultural support environment.
• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.

These will help you stand out:

• ITIL Foundation certification or knowledge of ITIL service management practices.
• Experience supporting VIP or executive-level users.
• Exposure to payment services, financial services, or fintech environments.
• Knowledge of Active Directory, Microsoft 365, VPN technologies, and endpoint management tools.
• Experience creating and maintaining knowledge base articles, known error databases (KEDB), and support documentation.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.