Hybrid 24/7 Service Desk Technician

Cognizant; Mesa (AZ); Hybrid; USD 42,000 - 65,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant in Mesa, AZ is hiring a Service Desk Technician to provide first-level IT support in a fast-paced, 24x7 environment. You will handle incidents via phone, chat, and email, troubleshoot hardware, software, and networking issues, and document steps for knowledge sharing.

The role requires strong communication, problem solving, and a customer-focused mindset, with 2–3 years of relevant experience and experience supporting global clients in a 24x7 setup.

Qualifications

• 2-3 years of experience in Service Desk, Help Desk, Technical Support, IT Support, or Contact Center environments.
• Experience supporting global clients in a 24x7 operations model.
• Prior experience in voice-based technical support or international service desk operations preferred.

Responsibilities

• Provide first-level technical support to end users via phone, email, and chat channels, ensuring timely resolution of incidents and service requests.
• Handle inbound customer calls and perform outbound follow-ups to update users on ticket status and incident resolution.
• Create, categorize, prioritize, track, and manage tickets in the ITSM tool while adhering to established SLA requirements.
• Diagnose and resolve issues related to desktops, laptops, operating systems, Microsoft Office applications, hardware peripherals, and business applications.
• Escalate complex incidents and service requests to appropriate resolver groups while maintaining ownership through closure.
• Monitor, follow up, and drive closure of aging or open tickets, ensuring a positive customer experience and complete case ownership.
• Support incident recovery activities, critical situation management, and service outage communications in collaboration with technical teams and Team Leads.
• Utilize remote support tools to troubleshoot and resolve technical issues for users across multiple locations.
• Maintain accurate documentation of troubleshooting steps, resolutions, and customer interactions for knowledge management and reporting purposes.
• Participate in project-specific training, process improvement initiatives, and adhere to assigned shift schedules in a 24x7 operational environment.

Skills

Customer service

Troubleshooting

Incident management

Tools

ServiceNow

Remedy

Siebel

CA Helpdesk

Job description

Cognizant in Mesa, AZ is hiring a Service Desk Technician to provide first-level IT support in a fast-paced, 24x7 environment. You will handle incidents via phone, chat, and email, troubleshoot hardware, software, and networking issues, and document steps for knowledge sharing.

The role requires strong communication, problem solving, and a customer-focused mindset, with 2–3 years of relevant experience and experience supporting global clients in a 24x7 setup.