Global 24/7 IT Service Desk Analyst (Hybrid)

Cognizant; Manila; Hybrid; PHP 350,000 - 550,000; Full time

Job summary

Cognizant Philippines invites applications for a Tier 1 Service Desk Analyst role based in Manila. You will be the first point of contact for end users, delivering prompt, courteous support across EUC, messaging, and basic infrastructure in a 24x7 environment.

Responsibilities include logging and resolving incidents, password resets, VPN issues, and coordinating with global resolver groups while following ITIL-aligned processes.

Qualifications

• 2 to 4+ years in IT Service Desk or Helpdesk environments.
• Experience supporting international customers in a voice-based model preferred.
• Exposure to 24x7 operations and production support environments.
• ITIL Foundation certification (preferred).
• Technical diploma or bachelor's degree in IT/CS or related discipline (or equivalent).

Responsibilities

• Serve as the first point of contact for end user technical issues via phone, email, chat, and ticketing tools.
• Provide first level resolution for EUC account provisioning, password resets, VPN, or connectivity, and basic app support.
• Deliver desk side or remote assistance as required.
• Log, categorize, prioritize, update, and close incidents and service requests within defined SLAs.
• Escalate unresolved or high impact incidents to appropriate resolver groups per ITIL guidelines.
• Monitor tickets through resolution and maintain ownership until closure.

Skills

IT Service Desk experience

Customer service

Communication

Analytical thinking

Education

Technical diploma or bachelor's degree in IT/CS

Tools

ServiceNow

Remedy

Job description

Cognizant Philippines invites applications for a Tier 1 Service Desk Analyst role based in Manila. You will be the first point of contact for end users, delivering prompt, courteous support across EUC, messaging, and basic infrastructure in a 24x7 environment.

Responsibilities include logging and resolving incidents, password resets, VPN issues, and coordinating with global resolver groups while following ITIL-aligned processes.