Service Desk Agent

Work location: 100% onsite at Cognizant Tokyo office

- 1 min walk from Hanzomon station

- 4 min walk from Kojimachi station

Language requirement:

- Business level English and Japanese (N1 – N2 level)

Responsibilities

• Manage a team of service desk executives to ensure prompt responses to inquiries, incidents, and service requests across phone, email, and ticketing systems.
• Assess, diagnose, and resolve or escalate technical issues (hardware, software, network).
• Develop, maintain, and enforce SOPs and troubleshooting guidelines.
• Provide excellent customer service through mentorship, guiding the team in addressing queries professionally.
• Ensure all actions are documented in the ticketing system for reporting and records.
• Prioritize and oversee ticket management to meet SLAs and resolution targets.
• Collaborate with internal IT teams, vendors, and third-party providers for enhanced service delivery.
• Communicate effectively with end-users regarding updates and escalations.
• Lead user training sessions and create self-help resources to enhance IT literacy.
• Foster continuous learning within the team and stay updated on emerging technologies.

Requirements

• Experience: 4–5 years in an IT service desk management role.
• Education: Bachelor’s degree in IT, Computer Science, or related field (preferred).
• Skills:
  • Proficiency with ticketing systems, remote support tools, and ITIL framework.
  • Strong communication skills for conveying technical details to non-technical users.
  • Proven leadership experience in managing large teams, focusing on customer satisfaction.
  • Ability to manage multiple tasks in a high-paced environment.
  • Leadership qualities to coach, mentor, and motivate the team.
  • Flexibility to work in rotational shifts.

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.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

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.