Service Desk Analyst — ITIL & Remote Support

Cognizant; Palestine (TX); On-site; USD 52,000 - 68,000; Full time

Job summary

Cognizant is seeking a Service Desk Analyst to handle service requests and incidents across desktop support and core applications in a structured office environment with ITIL practices and ServiceNow usage.

The role emphasizes timely resolution, excellent user experience, and collaboration with cross-functional teams in a life and annuities insurance context. Rotational shifts are expected in an office setting.

Qualifications

• Two to four years of service desk operations experience.
• Working knowledge of ITIL concepts and applying them to daily tasks.
• Proficient in remote desktop support to resolve issues without on-site presence.
• Hands-on experience with ServiceNow or similar ticketing systems.

Responsibilities

• Log, categorize, and prioritize service requests and incidents per ITIL processes.
• Resolve desktop issues remotely and guide users through troubleshooting steps.
• Manage incidents end-to-end, update status, and coordinate with resolver groups.
• Use ServiceNow to track tickets, update records, and generate progress updates for stakeholders.
• Identify recurring issues and escalate systemic problems to reduce incident volume.

Skills

ITIL concepts

Remote desktop support

Incident management

ServiceNow usage

Education

ITIL Foundation certification

ServiceNow SysAdmin certification

Tools

ServiceNow

Job description

Cognizant is seeking a Service Desk Analyst to handle service requests and incidents across desktop support and core applications in a structured office environment with ITIL practices and ServiceNow usage.

The role emphasizes timely resolution, excellent user experience, and collaboration with cross-functional teams in a life and annuities insurance context. Rotational shifts are expected in an office setting.