Service Desk Support Analyst

Cognizant

1d•$41,600 - $41,600•Onsite

About The Position

The Service Desk Support Analyst will provide first-level technical support and customer service for enterprise IT environments. This entry-level role involves handling incidents, requests, and changes using ITIL best practices, managing tickets in ServiceNow, troubleshooting Windows, Microsoft 365, networking, VPN, MFA, and supporting cloud access scenarios. The position emphasizes professionalism, communication, and multi-channel support readiness.

Requirements

Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
Understanding of ITIL, incident management, and ticketing systems (ServiceNow).
Familiarity with Windows OS, Microsoft 365, Active Directory, DNS, DHCP, and network troubleshooting.
Exposure to cloud platforms (AWS, Azure), endpoint security, and remote support tools.
Strong analytical, troubleshooting, and communication skills.
Eagerness to learn new technologies and contribute to team success.
Experience with ServiceNow ITSM, ticket lifecycle management, and escalation workflows.
Hands-on with MDM, VDI, collaboration tools, and endpoint security.
Familiarity with cloud access troubleshooting, call center software, and GenAI agent assist.
Understanding of hardware fundamentals, remote support, and compliance monitoring.
Interest in AI/ML, automation, and cloud operations for enterprise environments.

Responsibilities

Apply ITIL-based incident, request, change, and escalation management processes.
Create, manage, and resolve tickets in ServiceNow ITSM, demonstrating professional communication and ticket ownership.
Troubleshoot Windows OS, Microsoft 365, printers, drivers, and device issues.
Manage users, passwords, and network connectivity using Active Directory, DNS, DHCP, and profile resets.
Resolve VPN, MFA, and network access issues, including WiFi/LAN troubleshooting and password management workflows.
Master troubleshooting across Windows, M365, Outlook, OneDrive, printers, and access failures.
Support mobile devices, MDM enrollment, Citrix/Horizon VDI, and remote session troubleshooting.
Work with collaboration tools (SharePoint, Teams, Confluence), endpoint security, and remote support tools (RDP, Dameware, AnyDesk).
Provide basic support for AWS and Azure cloud access, including EC2, S3, Azure AD/Entra ID, and MFA architecture.
Deliver customer service excellence in unified contact center environments, using Genesys, Amazon Connect, Avaya, and GenAI agent assist.
Demonstrate clear communication, empathy, call/chat etiquette, and de-escalation techniques in multi-channel support scenarios.
Collaborate with cross-functional teams to deliver professional, multi-channel customer support and production readiness.
Engage in continuous learning and apply best practices in service desk, cloud, and remote support operations.