Service Desk Technician

About the job

Job Title: Service Desk Technician

Job Location: Hybrid [4 days in Office]- Mesa, AZ, USA.

About the Role

We are seeking a customer-focused Service Desk Technician to provide first-level IT support in a fast-paced 24x7 support environment. The ideal candidate will possess strong troubleshooting abilities, excellent communication skills, and hands-on experience supporting end users across hardware, software, networking, and enterprise applications.

In this role, you will

• Provide first-level technical support to end users via phone, email, and chat channels, ensuring timely resolution of incidents and service requests.

• Handle inbound customer calls and perform outbound follow-ups to update users on ticket status and incident resolution.

• Create, categorize, prioritize, track, and manage tickets in the ITSM tool while adhering to established SLA requirements.

• Diagnose and resolve issues related to desktops, laptops, operating systems, Microsoft Office applications, hardware peripherals, and business applications.

• Escalate complex incidents and service requests to appropriate resolver groups while maintaining ownership through closure.

• Monitor, follow up, and drive closure of aging or open tickets, ensuring a positive customer experience and complete case ownership.

• Support incident recovery activities, critical situation management, and service outage communications in collaboration with technical teams and Team Leads.

• Utilize remote support tools to troubleshoot and resolve technical issues for users across multiple locations.

• Maintain accurate documentation of troubleshooting steps, resolutions, and customer interactions for knowledge management and reporting purposes.

• Participate in project-specific training, process improvement initiatives, and adhere to assigned shift schedules in a 24x7 operational environment.

Required Qualifications

• 2-3 years of experience in Service Desk, Help Desk, Technical Support, IT Support, or Contact Center environments.

• Experience supporting global clients in a 24x7 operations model.

• Prior experience in voice-based technical support or international service desk operations preferred.

Mandatory & Technical Skills

• Hands-on experience with ITSM/ticketing tools such as ServiceNow (preferred), Remedy, Siebel, CA Helpdesk, or similar platforms.

• Strong troubleshooting skills across Windows operating systems, Microsoft Office Suite, desktop applications, and computer hardware.

• Experience using remote support and diagnostic tools to resolve end-user technical issues.

• Working knowledge of Active Directory, password management/reset tools, domain environments, and user account administration.

• Understanding of network connectivity concepts including LAN/WAN, wireless networking, internet connectivity, and SOHO network configurations.

• Experience supporting email and collaboration platforms such as Microsoft Outlook/Exchange and mobile or desktop applications.

• Excellent customer service, communication, analytical, multitasking, and incident management skills with the ability to work effectively in a high-volume 24x7 support environment.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• 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

Work model:

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is a hybrid position requiring 4 days at the client or cognizant office in Mesa, AZ, USA.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.