Service Desk Support Engineer

Location : Phoenix , AZ

• Purpose of the Role Responsible for in-scope event management request management incident management including first-level resolution and triaging reported through Calls/Chats/Emails/Web Tickets as per the defined guidelines and instructions in the SOPs and run books
• Perform SOP activities with business impact understanding of customer environment and contribute to improve SOPs
• Adhere to customer security and compliance requirements
• Act as a buddy for new hires Organization
• Manage incident life cycle following ITIL or BIC framework as applicable
• Follow customer communication etiquette
• Ensure stated productivity requirements are met for the engagement Project / Process
• Work on the CSAT feedback as given and ensure timely implementation of corrective actions
• Participate in Critsit process in case of requirement and work with the resolver group to resolve incidents in a timely manner
• Log and triage incidents Coordinate with resolver groups vendors and carriers
• Troubleshoot incidents or problems and escalate functionally or hierarchically to the appropriate groups such as vendors or Level 3
• Provide inputs to FAQ database and knowledge repository and contribute to updating knowledge articles
• Contribute to continuous service improvement plans

Primary Skills :-

• Windows/MAC OS, Peripherals
• Printers, Scanners, Credit Card Readers
• Incident Management, Service Request Management

<*Please note, this role is not able to offer visa transfer or sponsorship now or in the future* >

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

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.

Disclaimer:
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.