Technical Lead for Service Desk

Cognizant; Chennai District; On-site; INR 520,000 - 820,000; Full time

Job summary

Cognizant is seeking a Service Desk Analyst in Chennai to be the first point of contact for end users, resolving incidents and service requests with end-to-end ownership. The role emphasizes hardware, software, connectivity, and GenAI-assisted support within a 24/7 global framework.

You will troubleshoot, guide users, and log all activity in ServiceNow, while contributing to knowledge bases and continuous improvement of first contact resolution.

Qualifications

• 1-3 years in a global IT service desk or technical support role.
• Strong communication; multilingual ability is a plus.
• Working knowledge of Windows/M365 endpoint troubleshooting and network basics (Wi-Fi/VPN).
• Familiar with ITIL-aligned incident processes and ticketing systems.

Responsibilities

• Troubleshoot and resolve hardware and software issues, including connectivity problems (Wi-Fi, VPN, email).
• Answer user questions on how to use systems/applications and provide guidance on security best practices.
• Log, categorize, and track all incidents and service requests in ServiceNow through to closure.
• Own tickets end-to-end, ensuring the issue is fully resolved before closing.
• Deliver omnichannel support (chat, self-service portal, voice) and leverage GenAI-powered tools to accelerate resolution.
• Support real-time sentiment tracking and XLA metrics; escalate as needed to maintain quality service.
• Provide expedited, white-glove support for VIP users and escalation scenarios.
• Flex staffing coverage to support seasonal/project-based demand.
• Contribute to knowledge management/self-help library to improve First Contact Resolution.
• Support business continuity and disaster recovery protocols for the Service Desk function.

Skills

Windows/M365 troubleshooting

Network basics

Customer service

ITIL incident management

GenAI tooling familiarity

Tools

ServiceNow

Microsoft 365

GenAI platforms

Voice/telephony tools

Knowledge portal

Job description

Job Summary

The Service Desk Analyst is the first point of contact for Project end users, delivering end-to-end incident and service request resolution across hardware, software, connectivity, and application issues. This role owns tickets from creation through full resolution and contributes to a high-XLA, GenAI-enabled support experience.

Key Responsibilities

• Troubleshoot and resolve hardware and software issues, including connectivity problems (Wi‑Fi, VPN, email).
• Answer user questions on how to use systems/applications and provide guidance on best practices and security.
• Log, categorize, and track all reported incidents and service requests in ServiceNow through to closure.
• Own tickets end-to-end, ensuring the issue is fully resolved before closing rather than handing off prematurely.
• Deliver omnichannel support (chat, self‑service portal, voice) and leverage GenAI-powered virtual agents and agentic AI tools to accelerate resolution.
• Support real-time sentiment tracking and Experience Level Agreement (XLA) metrics; escal
• Provide expedited, white-glove support for VIP users and escalation scenarios.
• Flex staffing coverage to support seasonal/project-based demand (e.g., Brazil harvest, year-end close).
• Contribute to and consume the knowledge management/self‑help library to improve First Contact Resolution (FCR).
• Support business continuity and disaster recovery protocols for the Service Desk function.

Required Qualifications & Skills

• 1-3 years in a global IT service desk or technical support role.
• Working knowledge of Windows/M365 endpoint troubleshooting, network basics (Wi‑Fi/VPN), and account/email issues.
• Strong customer service, written and verbal communication skills; multilingual ability is a plus.
• Comfortable working in a ticketing system (ServiceNow preferred) and following ITIL-aligned incident processes.
• Ability to work rotating shifts/on-call as required to support 24/7 global coverage.
• Adaptability to new AI-assisted support tooling (virtual agents, agentic AI copilots).

Tools & Technologies

• ServiceNow
• Microsoft 365
• GenAI virtual agent / agentic AI platforms
• Voice/telephony support tools
• Knowledge management portal