Service Desk Agent (Bilingual Spanish-Portuguese

About the role

As a Service Desk Agent, you will make an impact by being the first point of contact for users seeking technical assistance or information. You will be a valued member of our IT Support team and work collaboratively with cross-functional teams to ensure seamless issue resolution and user satisfaction.

In this role, you will:

• Respond to user inquiries via phone, email, chat, and ticketing systems, ensuring timely and accurate support.
• Diagnose and resolve common hardware, software, and basic network issues, aiming for first-contact resolution.
• Escalate complex issues to Level 2/3 support teams while maintaining clear communication with users.
• Process standard service requests such as software installations, account management, and access permissions.
• Document troubleshooting steps and solutions, and contribute to knowledge base articles to improve self-service options.

Work model

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 3 days a week onsite at Cognizant’s office on Calle Tucumán, Argentina, and 2 days working from home. Regardless of your working arrangement, we support a healthy work-life balance through our wellbeing programs.

Additional Details

• Languages required: Advanced Spanish and Portuguese
• Schedules:
  • Saturday to Wednesday: 11:00 p.m. – 6:00 a.m., 12:00 a.m. – 7:00 a.m., 6:00 a.m. – 3:00 p.m.
  • Monday to Friday: 12:00 a.m. – 7:00 a.m.

What you need to have to be considered

• Proven experience in IT support or service desk environments.
• Strong troubleshooting skills for hardware, software, and basic networking issues.
• Familiarity with operating systems (Windows, macOS) and common business applications (Microsoft Office Suite).
• Experience with ITSM tools (e.g., ServiceNow, Remedy) and remote support tools.
• Excellent communication skills and ability to explain technical concepts in simple terms.

• Advanced Spanish and Portuguese proficiency.

These will help you stand out

• Knowledge of Active Directory and user account management.
• Basic understanding of networking concepts (TCP/IP, DNS, VPN).
• Ability to manage multiple requests under pressure while maintaining attention to detail.
• Customer-centric mindset with strong problem-solving skills.

We’re excited to meet people who share our mission and can make an impact in a variety of ways. Don’t hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

Agente de Service Desk (Bilíngue Espanhol-Português)

Sobre a função

Como Agente de Service Desk, você será o primeiro ponto de contato para usuários que precisam de assistência técnica ou informações. Você fará parte da equipe de suporte de TI, trabalhando de forma colaborativa para garantir a resolução eficiente de incidentes e a satisfação do usuário.

Neste papel, você irá:

• Atender solicitações via telefone, e-mail, chat e sistema de tickets, garantindo suporte rápido e preciso.
• Diagnosticar e resolver problemas comuns de hardware, software e rede básica, priorizando a resolução no primeiro contato.
• Escalar problemas complexos para equipes de suporte de nível 2/3, mantendo comunicação clara com os usuários.
• Processar solicitações padrão, como instalação de software, gerenciamento de contas e permissões de acesso.
• Documentar etapas e soluções aplicadas e contribuir para artigos na base de conhecimento.

Modelo de trabalho

Acreditamos que o trabalho híbrido é o caminho a seguir, oferecendo flexibilidade sempre que possível. Com base nos requisitos desta função, esta é uma posição híbrida que exige 3 dias por semana no escritório da Cognizant na Calle Tucumán, Argentina, e 2 dias em home office. Independentemente do seu modelo de trabalho, apoiamos um equilíbrio saudável entre vida pessoal e profissional por meio de nossos programas de bem-estar.

Detalhes adicionai

• Idiomas exigidos: Espanhol e Português avançado
• Horários:
  • Sábado a quarta-feira: 23h – 6h, 0h – 7h, 6h – 15h

  • Segunda a sexta-feira: 0h – 7h

O que você precisa ter para ser considerado

• Experiência comprovada em suporte de TI ou Service Desk.
• Habilidades sólidas para resolução de problemas de hardware, software e rede básica.
• Familiaridade com sistemas operacionais (Windows, macOS) e aplicativos corporativos (Microsoft Office).
• Experiência com ferramentas ITSM (ex.: ServiceNow, Remedy) e suporte remoto.
• Excelentes habilidades de comunicação e capacidade de explicar conceitos técnicos de forma simples.
• Domínio avançado de Espanhol e Português

Diferenciais

• Conhecimento em Active Directory e gerenciamento de contas.
• Noções básicas de redes (TCP/IP, DNS, VPN).
• Capacidade de lidar com múltiplas solicitações sob pressão mantendo atenção aos detalhes.
• Foco no cliente e habilidades de resolução de problema

Estamos animados para conhecer pessoas que compartilham nossa missão e podem causar impacto de várias maneiras. Não hesite em se candidatar, mesmo que atenda apenas aos requisitos mínimos listados. Pense em suas experiências transferíveis e habilidades únicas que o destacam como alguém que pode trazer coisas novas e empolgantes para esta função.

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.