Service Desk Agent

About the role
As a Service Desk Agent, you will make an impact by being the first point of contact for employees needing IT support. By resolving issues quickly and delivering a positive support experience, you’ll play a key role in keeping our teams productive and connected. Your work ensures smooth day-to-day operations and helps create a seamless technology experience for the business. You will be a valued member of our Cloud Infrastructure and Security team and work collaboratively with our Senior Manager.

In this role, you will:
• Troubleshoot and resolve hardware, software, and operational issues in line with service level agreements (SLAs).
• Log all incidents in the Incident Management System using clear, professional, and user-friendly communication.
• Work in a fast-paced environment while consistently meeting or exceeding team and individual service targets.
• Support flexible scheduling needs—including days, evenings, or weekends—to provide full coverage.
• Deliver accurate, efficient service while achieving strong results on quality, service, and productivity metrics.
• Escalate issues when needed and follow through until they are fully resolved.

Work model:
We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 3 days a week in a client or Cognizant office in Mesa, AZ or Dallas, TX. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

What you need to have to be considered:
• Over two years of experience confidently handling both inbound and outbound customer support calls.
• Skilled in resolving technical issues at first contact, ensuring efficient and effective service.
• Experienced in escalating tickets to the appropriate support teams when necessary.
• Committed to closing tickets and consistently monitoring open or aging incidents until fully resolved.

These will help you stand out:
• Strong communication and problem-solving skills.
• Calm, resourceful approach under pressure.
• A collaborative, team-first mindset.
• A genuine passion for helping people and improving processes

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.