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
- Comprehensive benefits program including retirement plans, financial education, etc.
- Opportunities for professional development and career growth
- Flexible working arrangements where possible
- Paid time off and healthcare plans
- Counseling and Mental Health Allyship program
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.
Application Process
- Apply to the right opportunity: Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.
- Connect with your recruiter: If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.
- Show off your skills: If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.
- Decision time: Our team will then review each candidate’s potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us-but you can count on us to keep you updated.
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.