Cognizant
Service Desk Analyst – L1 Support (Onsite)
Join Cognizant as a Service Desk Analyst supporting Tier 1 incident resolution onsite.
Mandatory Skills
At least 2 years experience supporting a service desk
Strong communication and customer service skills
Good analytical and coordination abilities
Experience handling hardware, software, and peripherals
Roles & Responsibilities
Answer end‑user calls and perform outbound follow‑ups for incidents
Provide first‑level resolution for common issues
Create, categorize, and prioritize tickets in the ticketing system
Escalate tickets to the appropriate support group when needed
Resolve incidents and conduct recovery procedures
Close tickets and follow up on aging or open tickets
Attend training sessions as required by the project
Adhere to the specified shift schedule
Desired Skills
Proficiency in troubleshooting desktop and network issues
Knowledge of Active Directory and remote control tools
Experience with Exchange/Outlook and Microsoft Office suite
Strong multitasking skills handling voice calls and document records simultaneously
Understanding of total case ownership and critical situation management
Technical Skills
Experience managing a team that supports IT hardware, equipment refresh, and application rollout
Familiarity with ticketing tools such as ServiceNow, Remedy, and Clarify
Benefits
Medical/Dental/Vision/Life Insurance
Paid holidays and Paid Time Off
401(k) plan and contributions
Long‑term/Short‑term Disability
Paid Parental Leave
Employee Stock Purchase Plan
Location Mesa, AZ
Seniority Level
Entry Level
Employment Type
Full‑time
Job Function
Information Technology
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Mandatory Skills
At least 2 years experience supporting a service desk
Strong communication and customer service skills
Good analytical and coordination abilities
Experience handling hardware, software, and peripherals
Roles & Responsibilities
Answer end‑user calls and perform outbound follow‑ups for incidents
Provide first‑level resolution for common issues
Create, categorize, and prioritize tickets in the ticketing system
Escalate tickets to the appropriate support group when needed
Resolve incidents and conduct recovery procedures
Close tickets and follow up on aging or open tickets
Attend training sessions as required by the project
Adhere to the specified shift schedule
Desired Skills
Proficiency in troubleshooting desktop and network issues
Knowledge of Active Directory and remote control tools
Experience with Exchange/Outlook and Microsoft Office suite
Strong multitasking skills handling voice calls and document records simultaneously
Understanding of total case ownership and critical situation management
Technical Skills
Experience managing a team that supports IT hardware, equipment refresh, and application rollout
Familiarity with ticketing tools such as ServiceNow, Remedy, and Clarify
Benefits
Medical/Dental/Vision/Life Insurance
Paid holidays and Paid Time Off
401(k) plan and contributions
Long‑term/Short‑term Disability
Paid Parental Leave
Employee Stock Purchase Plan
Location Mesa, AZ
Seniority Level
Entry Level
Employment Type
Full‑time
Job Function
Information Technology
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