Global Service Desk Analyst - Hybrid & Rotational Shifts

Cognizant Technology Solutions Corporation; Mesa (AZ); Hybrid; USD 48.000 - 72.000; Vollzeit

Zusammenfassung

Cognizant Technology Solutions Corporation in Mesa, AZ is seeking a Service Desk Analyst to provide advanced application support, user access management, and incident resolution for global users in a hybrid work model with rotational shifts.

The role emphasizes efficient issue handling, high customer satisfaction, adherence to company standards across devices and core systems, and collaboration with cross-functional teams to maintain stable operations.

Qualifikationen

• Experience in service desk application support.
• Knowledge of access management concepts including controls and compliance.
• Experience with incident lifecycle including categorization prioritization and escalation.
• Strong written and verbal communication with users and stakeholders.

Aufgaben

• Provide specialized support for service desk applications to resolve complex user issues and ensure reliable performance across global business environments
• Manage user access requests through structured access management processes to maintain secure and compliant access to business critical systems
• Handle incident tickets from intake through resolution by accurately documenting issues and following standardized procedures to restore services within agreed timelines
• Coordinate with technical and business teams to analyze recurring service desk problems and recommend practical improvements for system stability and user experience
• Monitor service desk queues and prioritize work based on impact and urgency to maintain consistent service levels and minimize disruption for end users
• Execute user access management activities including account creation modification and deprovisioning while strictly following company policies and audit guidelines
• Perform detailed troubleshooting for device related issues linked to service desk interactions to help users regain productivity quickly and safely
• Maintain clear and thorough documentation of resolutions known errors and workarounds to enrich the knowledge base and support faster issue handling by the wider team
• Communicate proactively with users to set expectations provide status updates and ensure that resolutions are well understood and aligned with their operational needs
• Collaborate with cross functional teams to support service transitions application updates and configuration changes while safeguarding continuity of core services
• Review service desk performance metrics and contribute insights that help refine support processes strengthen controls and improve the quality of delivered services
• Adhere to rotational shift schedules and hybrid work practices while ensuring consistent coverage availability and responsiveness for assigned support windows
• Contribute to initiatives that enhance digital workplace reliability and accessibility enabling colleagues to focus on delivering value to customers and society through secure technology use

Kenntnisse

Service desk support

User access management

Incident management

Hybrid work

Jobbeschreibung

Cognizant Technology Solutions Corporation in Mesa, AZ is seeking a Service Desk Analyst to provide advanced application support, user access management, and incident resolution for global users in a hybrid work model with rotational shifts.

The role emphasizes efficient issue handling, high customer satisfaction, adherence to company standards across devices and core systems, and collaboration with cross-functional teams to maintain stable operations.