Service Desk Agent

Cognizant; Región Centro; Presencial; MXN 180.000 - 280.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Training & development

Competitive benefits

Wellbeing programs

Global opportunities

Descripción de la vacante

Cognizant is hiring a Service Desk Agent to support one of its clients. The role focuses on incident management, request fulfillment, escalation handling and adherence to service desk processes.

The ideal candidate will work with end users across devices and platforms, utilize ticketing systems, and communicate clearly with users and technical teams in onsite and remote settings. Training and development opportunities are provided by Cognizant.

Formación

• Experience with service desk operations including incident management, request fulfillment and escalation handling.
• Practical knowledge of enterprise end user technologies (OS, collaboration platforms, productivity tools).
• Proficient with ticketing and service management platforms for logging, categorizing, prioritizing and tracking issues.
• Strong communication with users, technical teams and stakeholders in onsite and remote settings.
• Ability to analyze support trends and translate findings into actionable improvements.
• Experience creating and maintaining knowledge base content with step-by-step resolution guides.
• Strong problem-solving orientation with the ability to handle multiple tickets concurrently.

Conocimientos

Incident management

End user tech

Ticketing platforms

Clear communication

Data-driven improvements

Knowledge base content

Multitasking

Descripción del empleo

We’re hiring!

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!

Service Desk Agent

We have an exciting opportunity for an exceptional individual to work supporting one of our clients as a Service Desk Agent.

Qualifications

• Demonstrate strong experience with service desk operations including incident management request fulfillment and escalation handling within a structured support environment.
• Possess practical knowledge of common enterprise end user technologies such as operating systems collaboration platforms and productivity tools typically supported by service desk teams.
• Apply proven skills in using ticketing and service management platforms to log categorize prioritize and track issues with emphasis on accurate data capture and workflow compliance.
• Exhibit clear and professional communication capabilities enabling effective interaction with users technical teams and business stakeholders in both onsite and remote settings.
• Show ability to analyze support trends interpret performance metrics and translate findings into actionable recommendations that optimize service desk processes.
• Bring experience in creating and maintaining knowledge base content including step by step resolution guides and user facing help materials that enhance self service.
• Display strong problem solving orientation with capacity to handle multiple concurrent tickets while maintaining focus on quality outcomes and timely resolution.

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.

Igualdad de Empleo y Política de Acción Afirmativa:

Cognizant es un empleador que ofrece igualdad de oportunidades. Todos los solicitantes calificados recibirán consideración para el empleo sin distinción de sexo, identidad de género, orientación sexual, raza, color, religión, origen nacional, discapacidad, estado de veterano protegido, edad o cualquier otra característica protegida por la ley.

At Cognizant we believe than our culture make us stronger!

#BeCognizant #IntuitionEngineered