Service Desk Analyst

Cognizant; Taguig; On-site; PHP 223,000 - 446,000; Full time

Job summary

Cognizant is seeking a Service Desk Analyst to handle service requests and incidents across desktop support and core applications in a structured office environment with ITIL practices and ServiceNow to restore services quickly and improve user experience for business stakeholders.

The role emphasizes logging, categorizing and prioritizing tickets, remote diagnostics, end-to-end incident management, proactive monitoring, and close collaboration with resolver teams to ensure stable operations and

Qualifications

• 2–4 years of service desk experience with ticket fulfillment and incident management.
• Working knowledge of ITIL concepts and daily ticket processes.
• Proficient in remote desktop support using approved tools.
• Experience with ServiceNow or similar service desk software.
• Familiar with life and annuities insurance processes.

Responsibilities

• Handle incoming service desk interactions by logging, categorizing and prioritizing requests and incidents per ITIL processes.
• Resolve desktop issues remotely, guiding users through troubleshooting steps to minimize downtime.
• Manage incidents end-to-end with initial diagnosis, status updates, and restoration within agreed timelines.
• Use ServiceNow and other tools to track tickets, maintain records, and provide progress updates to stakeholders.
• Support platform stability by monitoring performance, identifying recurring issues and escalating systemic problems.
• Collaborate with cross-functional teams, sharing incident details and troubleshooting findings for efficient resolution.
• Follow ITIL-based workflows, document knowledge articles, and contribute to process improvements.
• Communicate with users professionally, providing updates and setting realistic expectations.

Skills

ITIL concepts

Remote desktop support

Incident management

Ticketing

Tools

Service Now

Service desk applications

Job description

Job Summary

Service Desk Analyst will handle service requests and incidents across desktop support and core applications in a structured office environment with rotational shifts using ITIL practices and Service Now to restore services quickly fulfill user needs and improve service quality for business stakeholders in life and annuities insurance and other domains while ensuring stable operations and a positive user experience.

Responsibilities

• Handle incoming service desk interactions by logging categorizing and prioritizing service requests and incidents in alignment with established ITIL processes to ensure timely resolution and high service quality for business users across the organization.
• Resolve desktop support issues remotely by analyzing symptoms guiding users through structured troubleshooting steps and applying approved fixes to minimize downtime and maintain reliable access to critical business applications.
• Manage incidents end to end by performing initial diagnosis updating status in the service management tool coordinating with resolver groups and confirming restoration of normal service operations within agreed timelines.
• Use Service Now and other service desk applications to track tickets maintain accurate records of actions taken and generate meaningful updates that help stakeholders understand progress and expected resolution outcomes.
• Support unified service desk and related platforms by monitoring performance identifying recurring issues and escalating systemic problems to appropriate technical teams to reduce incident volume and improve overall platform stability.
• Collaborate with cross functional support teams by sharing clear incident details impact assessment and troubleshooting findings to enable efficient resolution of complex issues that affect multiple user groups.
• Follow standardized ITIL based workflows and operational procedures by adhering to defined response and resolution targets documenting knowledge articles and contributing to continuous improvement of service desk practices.
• Communicate with users in a professional and empathetic manner by providing regular updates setting realistic expectations and confirming satisfaction after resolution to strengthen trust and enhance the service experience.
• Contribute to problem identification efforts by recognizing patterns in incidents suggesting potential root causes and supporting analysis activities that lead to more stable systems and reduced disruption to business operations.
• Adhere to rotational shift schedules in an office based work model by maintaining consistent availability performing reliable handovers between shifts and ensuring uninterrupted coverage for critical services.
• Apply knowledge of life and annuities insurance processes when relevant by understanding the operational impact of incidents on policy administration claims and customer service activities to prioritize issues more effectively.
• Maintain compliance with organizational policies and quality standards by safeguarding user information following access control procedures and documenting actions clearly to support audits and service reviews.
• Participate in service desk performance reviews by providing insights from daily operations suggesting enhancements to workflows or tools and contributing to initiatives that improve user satisfaction and operational efficiency.

Qualifications

• Demonstrate solid practical experience of two to four years in service desk operations with active involvement in service request fulfillment and incident management using structured service delivery practices.
• Possess working knowledge of ITIL concepts and apply them in daily tasks such as classification prioritization escalation and closure of tickets to maintain disciplined and predictable service outcomes.
• Exhibit strong proficiency in remote desktop support by using approved tools and diagnostic techniques to resolve hardware and software issues without onsite presence while maintaining clear communication with end users.
• Show hands on experience with Service Now or similar service desk applications by creating and updating tickets generating reports and using dashboards to monitor workload and meet service level targets.
• Display familiarity with unified service desk and application support environments by handling configuration driven issues navigation problems and user access challenges that affect interaction with key business systems.
• Bring advantageous domain understanding of life and annuities insurance by relating technical incidents to policy servicing billing and customer communications processes which helps in prioritizing and explaining impacts to stakeholders.

Certifications Required

ITIL Foundation certification preferred and Service Now system administrator or equivalent service management certification is desirable for this role