{"id":2665523,"url":"https://alion.io/job/cognizant-service-desk","title":"Service Desk","company":{"id":85,"name":"Cognizant","domain":"cognizant.com","url":"https://alion.io/company/cognizant","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Cognizant Careers","truth_index":{"grade":"B","score":83,"open_postings":99,"ghost_share":0,"stale_share":0.869,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":4500,"max_usd":13500,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":957},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-15T19:52:38Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-19T18:21:33Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Job Summary\nThe Tier 1 Service Desk or Global Support Desk Analyst provides first line technical support to end users in a 24x7x365 environment. The role focuses on delivering high quality customer service accurate incident logging timely resolution of common IT issues and effective escalation of complex incidents. This position supports end user computing EUC business applications identity and access management messaging and basic infrastructure services across a global customer base\nResponsibilities\nThe Tier 1 Service Desk or Global Support Desk Analyst provides first line technical support to end users in a 24x7x365 environment. The role focuses on delivering high quality customer service accurate incident logging timely resolution of common IT issues and effective escalation of complex incidents. This position supports end user computing EUC business applications identity and access management messaging and basic infrastructure services across a global customer base.\nWork Environment\n24x7 operations with rotating shifts on call weekend and holiday coverage as required\nHybrid work setup depending on location and business needs\nGlobal support engagement with international users\nKey Responsibilities\nService Delivery & Customer Support\nServe as the first point of contact for end user technical issues via phone email chat and ticketing tools\nProvide first level resolution for EUC account provisioning password resets messaging VPN or connectivity and L1 business application support\nDeliver desk side or remote assistance as required\nDemonstrate strong customer service communication and listening skills in all interactions\nIncident & Request Management\nLog categorize prioritize update and close incidents and service requests accurately within defined SLAs\nPerform initial troubleshooting root cause identification and resolution for standard issues\nEscalate unresolved or high impact incidents to appropriate resolver groups per ITIL guidelines\nMonitor tickets through resolution and maintain ownership until closure\nTechnical Support Scope L1\nActive Directory user management password resets account unlocks basic account administration\nEmail and messaging support Outlook or Exchange basic mailbox issues\nDesktop and laptop hardware or software support MacOS Windows OS MS Office Adobe standard applications\nVPN remote access and basic network connectivity troubleshooting\nUse of remote support tools to diagnose and resolve user issues\nDocumentation & Compliance\nEnsure accurate and complete documentation of incidents resolutions and workarounds\nFollow ITIL aligned incident request and escalation processes\nMaintain data confidentiality access controls and security practices\nCollaboration & Continuous Improvement\nWork effectively with multi vendor resolver groups and internal support teams\nShow initiative in learning new technologies tools and processes\nParticipate in process improvement initiatives knowledge base updates and operational projects when required\nRequired Qualifications & Experience\n2 to 4+ years of experience in IT Service Desk or Helpdesk or Global Support environments\nPrior experience supporting international customers in a voice based support model preferred\nExposure to 24x7 operations and production support environments\nITIL Foundation certification (preferred)\nTechnical diploma or bachelors degree in IT Computer Science or related discipline (or equivalent experience)\nTechnical Skills\nTicketing tools: ServiceNow Remedy or equivalent ITSM platforms\nEnd User Computing (EUC) and desktop support\nActive Directory and identity management basics\nMessaging platforms (Exchange or Outlook Lotus Notes exposure a plus)\nRemote support tools (e.g. Bomgar DameWare VNC)\nBasic understanding of networking concepts (VPN WiFi connectivity issues)\nMicrosoft 365 and common enterprise applications\nCore Competencies & Soft Skills\nExcellent verbal and written communication skills\nStrong customer service orientation and professionalism\nAnalytical thinking and structured troubleshooting approach\nAbility to work independently with minimal supervision\nConfidence handling critical or high pressure situations\nStrong interpersonal and coordination skills","description_format":"text","description_chars":4203,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams","Engineering 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