Service Desk Support Analyst

at Cognizant in Augusta, Maine, United States

Job Description

Cloud, Infrastructure & Security (CIS)

Position Overview

This role provides first-line (L1) technical support as the initial point of contact for users. The position focuses on incident and request intake, troubleshooting, documentation, and timely escalation while building foundational Infrastructure (Infra) skills across core IT domains.

Key Responsibilities

· Serve as the single point of contact for IT issues, queries, and service requests via phone, email, chat, or other customer-provided channels; switch channels as required.

· Provide technical assistance for issues related to computer systems, software, applications, networks, and hardware.

· Log all incidents and service requests; classify and prioritize; maintain and update records per process.

· Drive first contact resolution whenever possible.

· Escalate issues to the appropriate group/team per procedure and follow up through closure.

· Document case notes thoroughly; share knowledge; educate customers; resolve incidents and fulfill requests as quickly as possible.

· Use internal knowledge bases and customer-provided resources to deliver accurate technical solutions.

· Meet service level targets and performance goals (e.g., balanced scorecard / SLA targets).

· Promote self-help and available service options to reduce repeat contacts.

· Perform other assigned duties as needed.

· Deliver customer service excellence in unified contact center environments, using Genesys, Amazon Connect, Avaya, and GenAI agent assist.

· Demonstrate clear communication, empathy, call/chat etiquette, and de-escalation techniques in multi-channel support scenarios.

· Collaborate with cross-functional teams to deliver professional, multi-channel customer support and production readiness.

· Engage in continuous learning and apply best practices in service desk, cloud, and remote support operations.

Tools & Technology Exposure

· Servers, databases, networking, storage, and backup fundamentals.

· Cloud computing basics (Azure/AWS).

· ITSM/ticketing tools (e.g., ServiceNow, Jira).

· Basic hardware, software, and network troubleshooting under supervision.

· Routine system maintenance and technical documentation.

Required Qualifications

· Minimum of High School diploma and/or an Associates or Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.

· Strong interest in technology with an eagerness to learn.

· Good problem-solving skills and attention to detail.

· Clear written and verbal communication skills; able to explain technical concepts to non-technical users.

· Customer service mindset with professionalism and empathy.

· Ability to follow documented processes for ticket logging, prioritization, and escalation.

· Willingness to work in a 24×7 support environment/work schedule, which may include nights, weekends, and holidays based on shift schedules.

Location

New hires will be hired nationwide, where you will work alongside other experienced Cognizant associates delivering technology solutions. Applicants must be willing to relocate to this major geographic area. While we attempt to honor candidate location preferences, business needs and position availability will determine final location assignment.

Start Date

New hires will start in June 2026 . While we will attempt to honor candidate start date preferences, business need and position availability will determine final start date assignment. Exact start date will be communicated with enough time for you to plan effectively.

Salary and Other Compensation:

The annual salary for this position is $45,000 depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Why Choose Us?

Cognizant delivers solutions that draw upon the full power and scale of our associates. You will be supported by high-caliber experts and employ some of the most advanced and patented capabilities. Our associate’s diverse backgrounds offer multifaceted perspectives and fuel new ways of thinking. We encourage lively discussions which inspire better results for our clients.

Benefits

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

· Medical/Dental/Vision/Life Insurance

· Paid holidays plus Paid Time Off

· 401(k) plan and contributions

· Long-term/Short-term Disability

· Paid Parental Leave

· Employee Stock Purchase Plan

Disclaimer

The hourly rate, other compensation, and benefits 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.

Work Authorization

Due to the nature of this position, Cognizant cannot provide sponsorship for U.S. work authorization (including participation in a CPT/OPT program) for this role.

Cognizant is always looking for top talent. We are searching for candidates to fill future needs within the business. This job posting represents potential future employment opportunities with Cognizant. Although the position is not currently available, we want to provide you with the opportunity to express your interest in future employment opportunities with Cognizant. If a job opportunity that you may be qualified for becomes available in the future, we will notify you. At that time you can determine whether you would like to apply for the specific open position. Thank you for your interest in Cognizant career opportunities.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.