Fresher (2025/2026 Grad) | 3-Year UG Degree (B.Sc/BCA/B.Com/BBA) | Technical Operations & Service Desk Support | IT Services & Digital Workplace | PAN India | On-site (Shift Basis) | Full Time
Provide First-Line IT Service Desk Support, Technical Troubleshooting, and Incident Resolution for Enterprise Digital Workplace Clients
Join Cognizant’s Digital Workplace Practice as a Service Desk Associate across PAN India locations. Designed for 2025 and 2026 graduates holding 3-year undergraduate degrees, this role focuses on serving as the primary technical point of contact for client end-users. Working on-site on a shift basis, you will log, track, and resolve hardware, software, and IT infrastructure tickets within strict SLAs while escalating complex technical issues to maintain optimal digital workplace operations.
Key Responsibilities:
- Act as the initial point of contact for client end-users to receive, log, and process IT support requests via ticketing channels.
- Troubleshoot and resolve fundamental software, hardware, operating system, and corporate network access issues.
- Track ticket lifecycles and ensure timely resolution or escalation in compliance with Service Level Agreements (SLAs).
- Document technical problem-solving steps and maintain knowledge base articles to facilitate faster incident resolution.
- Collaborate with higher-tier internal IT engineering teams to handle complex technical escalations and client-side issues.
Tools/Technologies Used:
- Domain Focus: Digital Workplace Services, IT Service Desk Operations, Customer/Technical Support
- Ticketing & Operations: IT Service Management (ITSM) Tools, Incident Logging Systems, SLA Tracking
- Systems & Infrastructure: Operating System Troubleshooting, Hardware/Software Diagnostics, Basic Network Configuration
- Documentation: Knowledge Base Management, Service Desk Incident Reporting, Technical Workflow Documentation