IT Service Desk Analyst – Multichannel Support & Cloud

Cognizant; Dover (DE); On-site; USD 41,000 - 50,000; Full time

Job summary

Cognizant is hiring for a Cloud, Infrastructure & Security (CIS) L1 Support role in the United States. You will be the first point of contact for incidents and service requests, handling triage, basic troubleshooting, and escalation as needed.

Responsibilities include logging and prioritizing tickets, addressing issues across systems, software, networks, and hardware, and promoting self-help options. Flexibility for a 24x7 schedule is required.

Qualifications

• High school diploma or related degree; IT field preferred.
• Strong problem-solving with attention to detail.
• Excellent written and verbal communication skills.
• Customer service mindset with professionalism and empathy.
• Ability to follow documented ticket processes for logging, prioritization and escalation.
• Willingness to work in a 24x7 support environment.

Responsibilities

• Serve as the single point of contact for IT issues 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 records per process.
• Drive first contact resolution whenever possible.
• Escalate issues to the appropriate group 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 resources to deliver accurate solutions.
• Meet service level targets and performance goals (SLA targets).
• Promote self-help and available service options to reduce repeat contacts.

Skills

Customer service mindset

Problem solving

Written & verbal communication

Eagerness to learn

Ability to follow processes

Flexibility for 24x7 shifts

Education

Bachelor’s degree in CS/IT/Engineering or related

Associates degree or High School diploma

Tools

ServiceNow

Jira

Azure

AWS

Job description

Cognizant is hiring for a Cloud, Infrastructure & Security (CIS) L1 Support role in the United States. You will be the first point of contact for incidents and service requests, handling triage, basic troubleshooting, and escalation as needed.

Responsibilities include logging and prioritizing tickets, addressing issues across systems, software, networks, and hardware, and promoting self-help options. Flexibility for a 24x7 schedule is required.