**S****ervice 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.