Job Description
Job Summary
Frontline support for IT incidents and service requests ensuring smooth IT operations and high customer satisfaction.
Responsibilities
Act as the first point of contact via phone email or chat for IT-related issues.
Perform Level 1 troubleshooting for hardware OS and common applications.
Log categorize and prioritize incidents in ITSM tools (e.g. ServiceNow).
Escalate unresolved issues to L2 teams with complete documentation.
Manage user accounts (provisioning/de-provisioning) and password resets.
Maintain adherence to SLAs and KPIs.
Contribute to knowledge base updates and promote self-service.
1 to 3 years of experience in IT support or Service Desk.
Strong technical knowledge of Windows/Mac OS MS Office Active Directory.
Familiarity with ITIL processes and ticketing tools.
Excellent communication and customer service skills.
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