Global IT Service Desk Analyst - 24x7 Support

Cognizant; Manila; Híbrido; PHP 350 000 - 550 000; Tempo integral

Resumo da oferta

Cognizant is seeking a Tier 1 Service Desk Analyst to provide first-line technical support in a 24x7 environment. You will handle EUC issues, identity and access management, messaging, and basic infrastructure services across a global user base.

Responsibilities include incident logging, initial troubleshooting, and escalation following ITIL guidelines while maintaining high customer service standards and accurate documentation.

Qualificações

• 2 to 4+ years of IT Service Desk experience.
• Experience supporting international customers in a voice-based model is a plus.
• ITIL Foundation certification is preferred.

Responsabilidades

• 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, password resets, VPN and basic mailbox issues.
• Log, categorize, prioritize, and close incidents within SLAs; escalate when needed.
• Document incidents, resolutions and workarounds accurately; follow ITIL processes.
• Collaborate with multi-vendor resolver groups and contribute to process improvements.

Conhecimentos

Customer service

Communication

Analytical thinking

Independence

Formação académica

Technical diploma or bachelor’s degree in IT

Ferramentas

ServiceNow

Remedy

ITSM

Descrição da oferta de emprego

Cognizant is seeking a Tier 1 Service Desk Analyst to provide first-line technical support in a 24x7 environment. You will handle EUC issues, identity and access management, messaging, and basic infrastructure services across a global user base.

Responsibilities include incident logging, initial troubleshooting, and escalation following ITIL guidelines while maintaining high customer service standards and accurate documentation.