Service Desk Analyst - ITIL & ServiceNow Specialist

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

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