Service Desk Agent (English - Spanish)

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

Descripción de la vacante

A leading IT services provider in Guadalajara seeks a Service Desk Agent to support users with technical issues. The role involves responding to inquiries, troubleshooting hardware and software problems, and educating users on best practices. Ideal candidates should excel in communication, have proficiency in various operating systems, and demonstrate a customer-centric approach. Competitive benefits and career growth opportunities are offered in a collaborative work environment.

Servicios

Ongoing support and funding for training

Highly competitive benefits and salary package

Opportunities to work with leading global companies

Formación

• Strong verbal and written communication skills are essential.
• Experience troubleshooting hardware/software issues.
• Basic to intermediate technical knowledge required.

Responsabilidades

• Respond to user inquiries via multiple channels.
• Troubleshoot hardware, software, and network problems.
• Log service requests and incidents in the ticketing system.
• Escalate complex issues to higher support levels.
• Educate users on best practices.

Conocimientos

Strong communication and interpersonal skills

Proficiency in troubleshooting common hardware and software issues

Familiarity with operating systems and business applications

Problem-solving and analytical thinking

Ability to work under pressure and multitask

Familiarity with ITIL or service management frameworks

Customer-centric approach

Fluent in Spanish and English

Ability to rotate shifts

Herramientas

SNOW

Remedy

Microsoft Office Suite

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!

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

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 elevate 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.

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.

Essential Skills

• 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.
• Problem‑solving and analytical thinking.
• Ability to work under pressure and multitask.
• Familiarity with ITIL or other service management frameworks (a plus).
• Focused on customer‑centric, and dedicated to provide excellent user support and satisfaction.
• Fluent communication skills in Spanish and English.
• Ability to rotate shifts in an environment of 24x7.

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 building 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 that our culture make us stronger! Join us now! #BeCognizant #IntuitionEngineered