Service Desk Lead Portuguese

Cognizant; Guadalajara; Presencial; MXN 800,000 - 1,200,000; Jornada completa

Descripción de la vacante

A global IT services provider in Guadalajara is seeking a Technical Lead to manage IT service operations. The ideal candidate will have over 5 years of experience in service desk roles, with strong proficiency in ServiceNow and a requirement for trilingual communication in Spanish, English, and Portuguese. This role involves leading incident management processes and ensuring high-quality service delivery in a collaborative environment.

Servicios

Competitive benefits and salary package

Ongoing support for training and development

Formación

• 5+ years of experience as Service Desk Agent or Service Desk Lead.
• Strong understanding of Incident Management processes.
• Proficiency in using ServiceNow for incident tracking.

Responsabilidades

• Lead the Incident Management process.
• Oversee the Service Desk operations.
• Monitor incident trends for improvement.

Conocimientos

Trilingual (Spanish, English, Portuguese)

Excellent problem-solving skills

Strong communication skills

Herramientas

ServiceNow

Windows platforms

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 a Technical Lead you will play a crucial role in managing and optimizing our IT service operations. With a focus on Incident Management and Service Desk operations you will ensure seamless service delivery using ServiceNow and Windows platforms. We are looking for trilingual agent (spanish, english and portuguese)

Qualifications

• +5 years of experience as Service Desk Agent or Service Desk Lead
• Possess a strong understanding of Incident Management processes and best practices.
• Demonstrate proficiency in using Service Now for incident tracking and resolution.
• ADVANCED PORTUGUESE IS A MUST
• INTERMEDIATE ENGLISH IS A MUST
• Show excellent problem-solving skills and attention to detail.
• Display strong communication skills to interact effectively with users and team members.
• 100% on site work in our offices in Guadalajara.

Responsibilities

• Lead the Incident Management process to ensure timely resolution of IT issues and minimize impact on business operations.
• Oversee the Service Desk operations ensuring high-quality support and customer satisfaction.
• Provide expertise in ServiceNow to streamline service delivery and enhance operational efficiency.
• Collaborate with cross-functional teams to implement and optimize IT service processes.
• Monitor and analyze incident trends to identify areas for improvement and implement proactive measures.
• Develop and maintain documentation for IT service processes and procedures.
• Ensure compliance with ITIL best practices and company policies in all service operations.
• Coordinate with stakeholders to gather requirements and deliver solutions that meet business needs.
• Drive continuous improvement initiatives to enhance service quality and efficiency.
• Utilize Windows platforms to support and maintain IT infrastructure and services.
• Facilitate training and knowledge sharing sessions to enhance team capabilities.
• Support the development and implementation of service level agreements and performance metrics.
• Provide technical guidance and support to team members to foster a collaborative work environment.

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 that our culture makes us stronger!

Join us now!