Service Desk Agent Portuguese

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

Descripción de la vacante

A leading IT services provider is hiring a Service Desk Agent in Guadalajara. This role involves being the first point of contact for user technical support, diagnosing issues, and managing service requests. Communication skills in Spanish, Portuguese, and English are essential, along with at least 2 years of related experience. The position is fully on-site and offers a competitive salary and benefits. Join the team to contribute to a dynamic and inclusive work culture.

Servicios

Ongoing training and development plans

Competitive benefits and salary package

Supportive work environment

Formación

• At least 2 years of work experience as a Service Desk.
• Strong verbal and written communication skills are paramount.
• Familiarity with various operating systems and remote support tools.

Responsabilidades

• Respond to user inquiries via phone, email, chat, or ticketing systems.
• Troubleshoot problems related to hardware, software, networks, and user accounts.
• Log, track, and update service requests and incidents.

Conocimientos

Excellent communication skills in Spanish, Portuguese and English

Strong interpersonal skills

Proficiency in troubleshooting hardware and software

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 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.

Qualifications

• At least 2 years of work experience as a Service Desk
• Excellent communication skills in Spanish, Portuguese 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 dedicate 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!