IT Service Desk Representative

Cognizant Consulting; Philippines; On-site; PHP 201,000 - 290,000; Full time

Benefits offered by this job

Career growth

Employee benefits

Global exposure

Job summary

Cognizant Philippines is seeking a Customer Support Associate to join our Café domain support team, handling inbound and outbound calls for café/store contacts and resolving inquiries with accuracy and professionalism.

Role requires a High School Graduate with at least 6 months in TSR/ITHD/ITSD/BPO CSR and willingness to work on a 3-month project. Training will build domain competency in POS/PMS and ticketing processes.

Qualifications

• High School Graduate required.
• Minimum of 6 months experience as TSR, ITHD, ITSD, or BPO CSR.
• Amenable to work in a project-based setup for 3 months.

Responsibilities

• Complete extensive ongoing training to maintain competency in Café domain and POS/PMS application knowledge.
• Be available to take inbound and outbound calls from café/store points of contact.
• Answer inbound calls from cafés/stores and respond to customer inquiries via phone, email, or chat with accuracy and professionalism.
• Ensure account verification procedures are properly followed.
• Adhere to POS/PMS incident call handling requirements while interacting with customers.
• Create incidents in the Client/Cognizant ticketing tool.
• Listen actively and probe to determine customer needs; call back customers if additional input is required.
• Obtain information from callers to clearly understand the query.
• Search document repositories and incident history for similar issues to identify solutions; coordinate with SME/POC for additional support when needed.
• Accurately record customer issues in the Client/Cognizant ticketing tool.
• Track open tickets through resolution and close tickets after resolution.
• Escalate to the appropriate contact if timely resolution is not available.

Skills

Communication skills

Call handling

Problem solving

Education

High School Graduate

Tools

Ticketing tool

Job description

Job description

Qualifications

• High School Graduate
• Minimum of 6 months experience as TSR, ITHD, ITSD, or BPO CSR
• Amenable to work in a project-based setup for 3 months

Responsibilities

• Complete extensive ongoing training to maintain competency in Café domain and POS/PMS application knowledge
• Be available to take inbound and outbound calls from café/store points of contact
• Answer inbound calls from cafés/stores and promptly respond to customer inquiries via phone, email, or chat with accuracy and professionalism
• Ensure account verification procedures are properly followed
• Adhere to POS/PMS incident call handling requirements while interacting with customers
• Create incidents in the Client/Cognizant ticketing tool
• Listen actively and probe to determine customer needs; call back customers if additional input is required
• Obtain as much information as possible from callers to clearly understand the query
• Search document repositories and incident history for similar or related issues to identify solutions. If a solution is not readily available, coordinate with the application SME/POC for additional support
• Accurately record customer issues in the Client/Cognizant ticketing tool
• Track open tickets through to resolution and ensure tickets are closed immediately after resolution is provided
• Escalate to the appropriate point of contact if a timely resolution is not available

Why Join Us

At Cognizant, we don't just offer jobs—we build careers that thrive in the digital era.

• Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You're not just filling a seat—you're building a future.
• Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.
• Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.

Your future starts here—grow, thrive, and make an impact with Cognizant.