Job Overview
Role: Digital Workplace Practice (Service Desk) Location: India Experience: Freshers / Entry-Level Qualification: Any 3-Year UG Degree (BCom, BCA, BSc, BA, BBA, etc.) Key Skills: Technical agility, rapid diagnostic tracking, client satisfaction, customer-centric mindset, professional support
Job Description
As a Service Desk Analyst within Cognizant's Digital Workplace team, you will act as the crucial first point of contact for international end-users experiencing enterprise IT bottlenecks. Your role centers on providing technical support, diagnostics, and issue remediation to ensure the smooth functioning of desktop computers, client operating systems, and core cloud services. This dynamic position demands technical agility, rapid diagnostic tracking, and an unwavering commitment to client satisfaction parameters. You will log, categorize, and prioritize computing incidents using modern enterprise ticketing management systems, resolving anomalies safely within strict Service Level Agreements (SLAs). For complex scenarios, you will isolate root causes and coordinate with internal L2/L3 backend engineering groups to minimize infrastructure downtime. Additionally, you will write and refine troubleshooting articles for internal repositories and help build self-service knowledge assets to fast-track automated resolution modules for users across diverse corporate cultures.
Roles and Responsibilities
- Initial Point of Interaction: Act as the initial point of interaction for international clients encountering hardware, network, or software anomalies.
- Ticket Management: Log, track, route, and resolve technical Service Desk tickets in compliance with corporate SLA targets.
- Troubleshooting: Troubleshoot desktop software, enterprise communication platforms, and device configuration profiles.
- Escalation: Collaborate efficiently with internal IT engineering squads to escalate complex technical events.
- Documentation: Draft and maintain knowledge base documentation to facilitate faster issue resolutions.
- Shift Operations: Operate comfortably across varied shift rotations (including night shifts) from assigned physical offices.
- Customer Service: Maintain a customer-centric mindset, providing professional support to users across distinct geographic regions.
Skills and Eligibility Criteria
Educational Background: Students graduating in 2025 or 2026 from any 3-year full-time undergraduate stream (BCom, BCA, BSc, BA, BBA, B.Voc, BMS, etc.). Consistent mark profile with a minimum 50% aggregate in 10th, 12th/Diploma, and Graduation (rounding off 49.9% is strictly invalid). Strictly NO standing arrears allowed.
Experience: Freshers / Entry-Level
Mandatory Technical Skills:
- Technical support
- Diagnostics
- Issue remediation
- Ticketing management systems
Competencies:
- Technical agility
- Rapid diagnostic tracking
- Unwavering commitment to client satisfaction parameters
- Customer-centric mindset
- Absolute flexibility to operate from any Cognizant regional facility, shift structure, or tech track