Service Desk Agent Bilingual

Cognizant; Región Centro; Hybrid; MXN 201.000 - 335.000; Vollzeit

Benefits dieser Stelle

Competitive benefits

Training and development

Inclusive culture

Growth opportunities

Zusammenfassung

Cognizant is hiring a Service Desk Agent to support one of our clients in a fast-paced IT environment.

You will handle incident management, request fulfillment, ticketing, and escalation, working with end users and stakeholders both onsite and remotely. We offer inclusive culture and development opportunities with competitive benefits.

Qualifikationen

• Experience with service desk operations including incident management, requests, and escalation.
• Practical knowledge of operating systems, collaboration platforms, and productivity tools.
• Experience using ticketing and service management platforms.
• Clear communication with users, technical teams, and stakeholders onsite and remote.
• Ability to analyze trends and translate into actionable improvements.
• Experience creating knowledge base content and self-service materials.
• Strong problem-solving while handling multiple tickets.

Aufgaben

• Provide incident management and request fulfillment.
• Log, categorize, prioritize, and track issues with accurate data capture.
• Escalate and coordinate with technical teams as needed.
• Communicate effectively with users and stakeholders.
• Contribute to knowledge base and self-service improvements.

Kenntnisse

Incident management

Ticketing systems

End-user support

Communication

Remote work

Knowledge base

Multi-ticket handling

Tools

ITIL knowledge

Jobbeschreibung

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!

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

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.