IT Service Desk Analyst – 24/7 Multichannel Support

Cognizant; Chicago (IL); On-site; USD 41,000 - 50,000; 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 is hiring for a Cloud, Infrastructure & Security (CIS) role providing first-line IT support. The position handles incident intake, troubleshooting, and escalation while building infra skills across core IT domains. You’ll log incidents, maintain records, and promote self-help, with a focus on customer service quality.

Starting December 2026, relocation to Mesa, AZ or Des Moines, IA is required. Salary is $45,000 per year, with eligible incentive programs based on performance.

Qualifications

• Minimum of High School diploma and/or an Associates or Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• Strong interest in technology with an eagerness to learn.
• Good problem-solving skills and attention to detail.
• Clear written and verbal communication skills; able to explain technical concepts to non-technical users.
• Customer service mindset with professionalism and empathy.
• Ability to follow documented processes for ticket logging, prioritization, and escalation.
• Willingness to work in a 24x7 support environment/work schedule, which may include nights, weekends, and holidays based on shift schedules.

Responsibilities

• Serve as the single point of contact for IT issues, queries, and service requests via phone, email, chat, or other channels.
• Provide technical assistance for issues related to computer systems, software, applications, networks, and hardware.
• Log all incidents and service requests; classify and prioritize; maintain and update records per process.
• Drive first contact resolution whenever possible.
• Escalate issues to the appropriate group/team per procedure and follow up through closure.
• Document case notes thoroughly; share knowledge; educate customers; resolve incidents and fulfill requests quickly.
• Use internal knowledge bases and customer-provided resources to deliver accurate technical solutions.
• Meet service level targets and performance goals (e.g., SLAs).
• Promote self-help and available service options to reduce repeat contacts.
• Deliver customer service excellence in unified contact center environments using Genesys, Amazon Connect, Avaya, and GenAI agent assist.
• Collaborate with cross-functional teams to deliver professional, multi-channel support and production readiness.
• Engage in continuous learning and apply best practices in service desk, cloud, and remote support operations.

Skills

Problem-solving

Communication skills

Customer service mindset

Attention to detail

Eagerness to learn

Willingness to work nights/weekends

Education

High School diploma

Associates or Bachelor's degree in Computer Science/Information Technology/Engineering/related field

Tools

ServiceNow

Jira

Azure

AWS

Job description

Cognizant is hiring for a Cloud, Infrastructure & Security (CIS) role providing first-line IT support. The position handles incident intake, troubleshooting, and escalation while building infra skills across core IT domains. You’ll log incidents, maintain records, and promote self-help, with a focus on customer service quality.

Starting December 2026, relocation to Mesa, AZ or Des Moines, IA is required. Salary is $45,000 per year, with eligible incentive programs based on performance.