Service Desk Engineer - English

Cognizant; Región Centro; Hybrid; MXN 180,000 - 240,000; Full time

Job summary

Cognizant is hiring a Service Desk Agent with English to join our hybrid work environment in Mexico. You will deliver high-quality end-user support, troubleshoot hardware, software, and network issues, and work with AI-enabled tools to improve incident resolution speed.

You will collaborate with infrastructure, security, and application teams to ensure service levels are met and knowledge is shared across the team.

Qualifications

• 2–4 years of experience in a technical service/help desk role.

Responsibilities

• Provide first and second line technical support through service desk channels.

Skills

Technical service desk

Incident management

Troubleshooting

AI enabled support tools

Bioinformatics understanding

Hybrid collaboration

Clear communication

Tools

Ticketing platforms

Remote support tools

Operating systems

Productivity suites

Job description

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'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 are looking for a Service Desk Agent with English

Job Summary

The Service Desk Engineer will provide advanced technical support for service desk operations in a hybrid work model during day shifts using AI driven tools to improve incident resolution speed and service quality. The role focuses on delivering reliable end user support optimizing workflows and collaborating with teams to enhance digital workplace experiences with optional exposure to bioinformatics related environments where applicable.

Responsibilities

• Deliver high quality first line and second line technical support through service desk channels to resolve incidents and service requests efficiently while maintaining strong customer focus and adherence to agreed response times.
• Handle end user issues related to hardware software network connectivity and collaboration tools by applying structured troubleshooting methods that minimize downtime and prevent repeat incidents.
• Utilize AI augmented service desk platforms and knowledge systems to analyze ticket patterns recommend solutions and continuously refine automated workflows for improved accuracy and speed of resolution.
• Monitor service desk queues dashboards and performance indicators to prioritize work manage backlogs and ensure compliance with organizational service level objectives across all supported environments.
• Document detailed case histories including root causes workarounds permanent fixes and lessons learned to strengthen the shared knowledge base and enable consistent high quality support across the team.
• Coordinate with infrastructure application and security teams as needed to elevate complex issues share actionable diagnostics and ensure smooth handoffs that support quick and sustainable resolutions.
• Assist in onboarding and support of new tools and services by validating user experiences reporting issues and suggesting enhancements that align with service desk best practices and organisational standards.
• Contribute to process improvement initiatives by reviewing recurring problems identifying optimization opportunities and recommending changes that reduce ticket volume and improve overall user satisfaction.
• Engage courteously with users through multiple channels such as phone chat and email to set expectations explain technical findings in accessible language and ensure that each interaction builds trust in the service desk.
• Apply foundational bioinformatics domain understanding when relevant to better interpret user contexts data handling needs and specialized application behaviors in environments that rely on scientific computing.
• Adhere to company policies and compliance requirements including data privacy information security and documentation standards to protect sensitive information and maintain operational integrity.
• Support hybrid work arrangements by enabling secure and reliable remote access device configuration and collaboration tool readiness that help employees remain productive regardless of location.
• Participate in regular reviews of AI recommendations and automated responses to verify accuracy reduce bias and enhance system performance ensuring that augmented capabilities meaningfully support human decision making.

Qualifications

• Demonstrate two to four years of experience in a technical service desk or help desk role with consistent exposure to incident management service request fulfillment and user support in an enterprise setting.
• Show proficiency in common operating systems enterprise productivity suites remote support tools and ticketing platforms along with strong troubleshooting skills across device application and connectivity issues.
• Exhibit familiarity with AI enabled support tools or predictive analytics solutions that assist in triage self service guidance and rapid problem resolution within service desk environments.
• Possess effective communication and documentation abilities that enable clear explanation of technical topics to nontechnical users and accurate recording of work performed in ticketing systems.
• Display a structured approach to problem solving and time management that supports handling multiple concurrent tickets meeting service levels and maintaining attention to detail under pressure.
• Bring exposure to bioinformatics concepts or scientific computing workflows as a desirable background to better understand specialized applications and data needs in research oriented settings.
• Embrace collaborative work in hybrid environments by using digital collaboration platforms participating in virtual meetings and coordinating effectively with colleagues across locations and functions.

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