Job Summary The Service Desk Analyst is the first point of contact for Project end users, delivering end-to-end incident and service request resolution across hardware, software, connectivity, and application issues. This role owns tickets from creation through full resolution and contributes to a high-XLA, GenAI-enabled support experience.

Key Responsibilities

- Troubleshoot and resolve hardware and software issues, including connectivity problems (Wi-Fi, VPN, email).

- Answer user questions on how to use systems/applications and provide guidance on best practices and security.

- Log, categorize, and track all reported incidents and service requests in ServiceNow through to closure.

- Own tickets end-to-end, ensuring the issue is fully resolved before closing rather than handing off prematurely.

- Deliver omnichannel support (chat, self-service portal, voice) and leverage GenAI-powered virtual agents and agentic AI tools to accelerate resolution.

- Support real-time sentiment tracking and Experience Level Agreement (XLA) metrics; escalate at-risk interactions.

- Provide expedited, white-glove support for VIP users and escalation scenarios.





- Flex staffing coverage to support seasonal/project-based demand (e.g., Brazil harvest, year-end close).

- Contribute to and consume the knowledge management/self-help library to improve First Contact Resolution (FCR).

- Support business continuity and disaster recovery protocols for the Service Desk function.

Required Qualifications & Skills

- 1-3 years in a global IT service desk or technical support role.

- Working knowledge of Windows/M365 endpoint troubleshooting, network basics (Wi-Fi/VPN), and account/email issues.

- Robust customer service, written and verbal communication skills; multilingual ability is a plus.

- Comfortable working in a ticketing system (ServiceNow preferred) and following ITIL-aligned incident processes.

- Ability to work rotating shifts/on-call as required to support 24/7 global coverage.

- Adaptability to new AI-assisted support tooling (virtual agents, agentic AI copilots).

Tools & Technologies

ServiceNow

- Microsoft 365

- GenAI virtual agent / agentic AI platforms

- Voice/telephony support tools

- Knowledge management portal

📌 Technical Lead for Service Desk (Chennai)
🏢 Cognizant
📍 Chennai