Cognizant
Service Desk Technician
Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment. Location: Mesa, AZ Mandatory skills: Work experience in supporting service desk (Preferable experience in managing a team that supports IT hardware, IT Equipment Refresh, new application rollout support, printers, scanners, Displays, Good communication skills and customer management experience, Good Analytical & Coordination skills, Excellent Customer Service skills) Roles & Responsibilities Answer End user calls and make outbound calls for incident follow up Provide First level resolution Ticket Creation/Categorization/Prioritization Ticket escalation to respective Support Group Incident Resolution and recovery Ticket Closure and follow-up on aging or open tickets Undergo training based on project requirements Ability to adhere to Shift schedule Desired Skills Work experience in supporting service desk Good communication skills and customer management experience Good Analytical & Coordination skills Excellent Customer Service skills Good understanding of Computers and technical Troubleshooting skills Good interpersonal skills Excellent Soft skills for handling Voice, Email & Chat transactions Strong multitasking skills handling voice calls and document records at the same time Collaborate with Team Leads in terms of Service Outages Good experience working with Computer hardware Excellent knowledge on Windows Operating system Good understanding of Microsoft Office suite Critical Situation management Understanding of Total Case Ownership Technical Skills Preferable experience in managing a team that supports IT hardware, IT Equipment Refresh, new application rollout support, printers, scanners, Displays, plant level software support etc. Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe etc) Troubleshooting skills on network connectivity, dial up and wireless systems Knowledge on active directory, domain controllers etc. Exposure to password reset tools Troubleshooting experience using remote control tools Trouble shooting skills and experience in handling Exchange(Outlook)/Lotus Notes environment Understanding of Desktop and Mobile Applications Understanding of Computer Networking and Internet Configuring Small Office and Home Office networks Knowledge/exposure on ticketing tools like ServiceNow, Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point etc Benefits 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 *Please note, this role is not able to offer visa transfer or sponsorship now or in the future* What we offer The chance to work with impact. Here, you're empowered to bring your biggest thinking to help our company and clients improve everyday life. Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit. The opportunity to thrive on a high caliber team with heart. We celebrate each other's experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives. A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions. Flexible health and financial benefits to support you and your eligible dependents from day one. True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more. About us Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2025) is consistently listed among the most admired companies in the world. Other employment-related information Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws. If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information. Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.
Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment. Location: Mesa, AZ Mandatory skills: Work experience in supporting service desk (Preferable experience in managing a team that supports IT hardware, IT Equipment Refresh, new application rollout support, printers, scanners, Displays, Good communication skills and customer management experience, Good Analytical & Coordination skills, Excellent Customer Service skills) Roles & Responsibilities Answer End user calls and make outbound calls for incident follow up Provide First level resolution Ticket Creation/Categorization/Prioritization Ticket escalation to respective Support Group Incident Resolution and recovery Ticket Closure and follow-up on aging or open tickets Undergo training based on project requirements Ability to adhere to Shift schedule Desired Skills Work experience in supporting service desk Good communication skills and customer management experience Good Analytical & Coordination skills Excellent Customer Service skills Good understanding of Computers and technical Troubleshooting skills Good interpersonal skills Excellent Soft skills for handling Voice, Email & Chat transactions Strong multitasking skills handling voice calls and document records at the same time Collaborate with Team Leads in terms of Service Outages Good experience working with Computer hardware Excellent knowledge on Windows Operating system Good understanding of Microsoft Office suite Critical Situation management Understanding of Total Case Ownership Technical Skills Preferable experience in managing a team that supports IT hardware, IT Equipment Refresh, new application rollout support, printers, scanners, Displays, plant level software support etc. Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe etc) Troubleshooting skills on network connectivity, dial up and wireless systems Knowledge on active directory, domain controllers etc. Exposure to password reset tools Troubleshooting experience using remote control tools Trouble shooting skills and experience in handling Exchange(Outlook)/Lotus Notes environment Understanding of Desktop and Mobile Applications Understanding of Computer Networking and Internet Configuring Small Office and Home Office networks Knowledge/exposure on ticketing tools like ServiceNow, Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point etc Benefits 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 *Please note, this role is not able to offer visa transfer or sponsorship now or in the future* What we offer The chance to work with impact. Here, you're empowered to bring your biggest thinking to help our company and clients improve everyday life. Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit. The opportunity to thrive on a high caliber team with heart. We celebrate each other's experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives. A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions. Flexible health and financial benefits to support you and your eligible dependents from day one. True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more. About us Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2025) is consistently listed among the most admired companies in the world. Other employment-related information Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws. If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information. Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.