Multi-Channel IT Service Desk Analyst

Cognizant; Concord (NH); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus PTO

401(k) plan with company contributions

Disability coverage

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is hiring for a Cloud, Infrastructure & Security (CIS) Position Overview. The role provides first-line support, handling incidents and requests, troubleshooting, and escalating where needed across IT domains.

You'll work in a unified contact center environment and build foundational Infra skills. Responsibilities include multi-channel support, knowledge-base usage, and aiming for fast resolution while meeting SLA targets.

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; 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, including nights, weekends, and holidays.

Responsibilities

• Serve as the single point of contact for IT issues via phone, email, chat.
• Provide technical assistance for systems, software, networks, and hardware.
• Log, classify, prioritize, and update incidents and service requests.
• Drive first contact resolution whenever possible.
• Escalate issues to appropriate teams and follow through to closure.
• Document case notes, share knowledge, and educate customers.
• Use knowledge bases to deliver accurate solutions.
• Meet SLA targets and service level goals.
• Promote self-help options to reduce repeat contacts.
• Collaborate with cross-functional teams for multi-channel support.
• Engage in continuous learning in service desk, cloud, and remote support.

Skills

Problem solving

Attention to detail

Communication skills

Customer service

Process adherence

Cloud basics

Servers

Networking basics

Education

High School diploma or associates/bachelor's in CS / IT / Engineering

Tools

ServiceNow

Jira

Azure

AWS

Job description

Cognizant is hiring for a Cloud, Infrastructure & Security (CIS) Position Overview. The role provides first-line support, handling incidents and requests, troubleshooting, and escalating where needed across IT domains.

You'll work in a unified contact center environment and build foundational Infra skills. Responsibilities include multi-channel support, knowledge-base usage, and aiming for fast resolution while meeting SLA targets.