Service Desk agent

Cognizant; Guadalajara; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading global IT service provider is seeking a Service Desk Agent to provide user support and troubleshooting in Guadalajara. The ideal candidate will have at least 2 years of experience in a service desk environment, excellent communication skills in both Spanish and English, and proficiency in resolving hardware and software issues. This role involves logging service requests, educating users on IT procedures, and ensuring user satisfaction. A competitive benefits package is offered for this on-site position.

Servicios

Competitive benefits and salary package

Ongoing support and funding for training

Opportunity to work for leading global companies

Formación

• At least 2 years of work experience as a Service Desk.
• Familiarity with various operating systems (Windows, macOS).
• Basic to intermediate technical knowledge.

Responsabilidades

• Respond to user inquiries via phone, email, chat, or ticketing systems.
• Troubleshoot problems related to hardware, software, and networks.
• Log, track, and update service requests and incidents in the ticketing system.
• Forward complex issues to the correct level 2 or 3 support teams.
• Maintain records of issues and solutions.
• Educate users on best practices and basic IT procedures.

Conocimientos

Excellent communication skills in Spanish

Excellent communication skills in English

Proficiency in troubleshooting hardware and software issues

Strong verbal and written communication skills

Customer-centric focus

Herramientas

SNOW

Remedy

Microsoft Office Suite

Descripción del empleo

At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant!

As Service Desk Agent, you will act as the first point of contact for users (customers or employees) seeking technical assistance or information, typically working in an IT support environment. Your core responsibility is to diagnose, resolve, or escalate issues efficiently to ensure user productivity and satisfaction. You will be responsible for helping users resolve technical issues and ensure smooth operation of IT Services.

Qualifications

• At least 2 years of work experience as a Service Desk
• Excellent communication skills in Spanish and English is a MUST
• Strong communication and interpersonal skills. Strong verbal and written communication skills are paramount for interacting clearly with users and documenting issues.
• Proficiency in troubleshooting common hardware and software issues.
• Familiarity with various operating systems (Windows, macOS, etc.) and common business applications (e.g., Microsoft Office Suite) and basic to intermediate technical knowledge. Experience with remote support tools.
• Familiarity with ITIL or other service management frameworks (a plus)
• Focused on customer‑centric, and dedicated to provide excellent user support and satisfaction.
• Work model: 100% on site in Cognizant Guadalajara

Key Responsibilities

• User Support: Respond to user inquiries via phone, email, chat, or ticketing systems (SNOW, Remedy).
• Issue Diagnosis: Troubleshoot problems related to hardware, software, networks, printers, user accounts and any other possible technical issue.
• Ticket Management: Log, track, and update service requests and incidents in the ticketing system. Take total ownership of all incidents and service requests.
• Escalation: Forward complex issues to the correct level 2 or 3 support teams when necessary.
• Documentation: Maintain records of issues and solutions on all touched incidents or service requests – also, raise when necessary the need of building a knowledge base article.
• User Guidance: Educate users on best practices and basic IT procedures, guiding and motivating them to use self‑healing techniques.

Why Cognizant?

• Improve your career in one of the largest and fastest growing IT services providers worldwide
• Receive ongoing support and funding with training and development plans
• Have a highly competitive benefits and salary package
• Get the opportunity to work for leading global companies
• We are committed to respecting human rights and build a better future by helping your minds and the environment
• We invest in people and their wellbeing.
• We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.

At Cognizant we believe than our culture make us stronger!

Join us now!