Hybrid IT Service Desk Analyst — Global Support

Cognizant; Mesa (AZ); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Cognizant is seeking a Service Desk Analyst to provide advanced application support, user access management, and incident resolution for enterprise service desk platforms. The role supports global users in a hybrid environment with rotational shifts, focusing on stable operations and high customer satisfaction.

You will handle tickets end-to-end, document resolutions, and collaborate with cross-functional teams to improve service quality and continuity of core services across devices and

Qualifications

• Experience in service desk application support diagnosing issues within ticketing/workflow systems.
• Knowledge of user access management concepts including access controls and compliance in enterprise settings.
• Strong written and verbal communication skills with users, team members and stakeholders.
• Familiarity with standard service management principles and tools.

Responsibilities

• 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.
• 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.

Skills

Service desk support

Access management

Incident resolution

Ticketing systems

Communication skills

Hybrid work adaptation

Job description

Cognizant is seeking a Service Desk Analyst to provide advanced application support, user access management, and incident resolution for enterprise service desk platforms. The role supports global users in a hybrid environment with rotational shifts, focusing on stable operations and high customer satisfaction.

You will handle tickets end-to-end, document resolutions, and collaborate with cross-functional teams to improve service quality and continuity of core services across devices and