L1 Service Desk Analyst - Cloud & Multi-Channel Support

Cognizant; Atlanta (GA); On-site; USD 41,000 - 50,000; Full time

Job summary

Cognizant is hiring for an L1 IT Support role focused on first-line incident intake, troubleshooting, and escalation. You will handle inquiries across phone, email, and chat, guiding users through basic infra issues and documenting cases for timely resolution.

The position emphasizes knowledge building in cloud basics (Azure/AWS) and ITSM processes, with opportunities to advance in a global, 24x7 support environment located in the United States. December 2026 start date is noted.

Qualifications

• High School diploma or higher in CS/IT/Engineering or related field.
• Strong interest in technology with eagerness to learn.
• Clear written and verbal communication skills.
• Customer service mindset with professionalism and empathy.
• Ability to follow documented ticket processes and escalate when needed.
• Willingness to work a 24x7 shift schedule.

Responsibilities

• Serve as single point of contact for IT issues via phone, email, chat.
• Provide technical assistance for hardware, software, networks.
• Log, classify, and prioritize incidents and requests.
• Escalate to appropriate groups and follow up to closure.
• Document case notes and share knowledge to help customers.
• Aim for first contact resolution and meet SLA targets.
• Promote self-help and available service options.
• Maintain records in ITSM and knowledge bases.
• Support multi-channel customer service with tools like Genesys/Amazon Connect.

Skills

Customer service

Problem-solving

Clear communication

Process adherence

24x7 shift readiness

Education

High school diploma or higher in CS/IT/Engineering

Tools

ITSM tools (ServiceNow, Jira)

Cloud basics (Azure/AWS)

Job description

Cognizant is hiring for an L1 IT Support role focused on first-line incident intake, troubleshooting, and escalation. You will handle inquiries across phone, email, and chat, guiding users through basic infra issues and documenting cases for timely resolution.

The position emphasizes knowledge building in cloud basics (Azure/AWS) and ITSM processes, with opportunities to advance in a global, 24x7 support environment located in the United States. December 2026 start date is noted.