Tech Stack
Job Description, Responsibilities & Requirements
About the Position
Service Desk Agent
Location: Sao Paulo, SP - Rua Jaceru / Brazil
Job category: Consulting
Work model: Hybrid
About the Role
As a Service Desk Agent, you will make an impact by acting as the first point of contact for users seeking technical assistance and IT support. You will be a valued member of the IT Operations team and play a key role in ensuring smooth IT service delivery by efficiently diagnosing, resolving, or escalating technical issues to maintain user productivity and satisfaction.
Responsibilities
- Provide user support via phone, email, chat, and ticketing systems
- Diagnose and troubleshoot issues related to hardware, software, networks, printers, user accounts, and general IT services
- Log, track, update, and take ownership of incidents and service requests using ticketing tools such as ServiceNow (SNOW) or Remedy
- Escalate complex or unresolved issues to Level 2 or Level 3 support teams following established procedures
- Document issues, resolutions, and actions taken, and contribute to knowledge base articles when applicable
- Guide users on IT best practices, basic procedures, and self-service or self-healing solutions
- Ensure adherence to support processes, SLAs, and customer service standards
- Maintain a strong customer-centric approach focused on user satisfaction
Requirements
- Ample experience providing IT support or Service Desk assistance
- Strong troubleshooting skills across common hardware, software, and operating systems (Windows, macOS, etc.)
- Familiarity with business applications such as Microsoft Office and remote support tools
- Ability to manage multiple incidents and tasks in a fast-paced environment
- Strong analytical and problem-solving skills
- Excellent verbal and written communication skills
- Customer-focused mindset with a commitment to high-quality support
- Fluency in Spanish and Portuguese
Nice to Have
- English language skills
- Familiarity with ITIL or other IT service management frameworks
- Experience working in high-volume or enterprise support environments
- Ability to adapt quickly to changing technologies and priorities
- Interest in continuous learning and professional growth
We Offer
- Competitive compensation
- Opportunities for professional growth and career development
- Comprehensive benefits program including financial wellbeing, physical and mental health support, and more
- Flexible working arrangements
About the Company
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process, and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes, and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or follow us on Twitter.
Additional Employment Information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview.
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, state, or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Apply Now
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 strengths to this role.