Digital Workplace Practice (Service Desk) Role

Eligibility Criteria

• Students graduating in 2025 and 2026 from any 3-year UG degree (B.Com, BCA, BSc, BA, BBA, B.Voc, BMS, etc.) are eligible to apply.
• Students currently enrolled into full time post graduate courses are not eligible.
• Minimum 50% in X, XII, Diploma, UG (rounding off 49.9% is not allowed).
• At the time of joining, all recruits need to have a minimum 50% aggregate in the pursuing degree with no standing arrears.
• Students with standing arrears are NOT eligible to apply.
• Flexibility to work from any Cognizant office location in a given shift timing and technology is mandatory.
• Open to Indian nationals/OCIs who are currently residing in India.

Key Responsibilities

• Serve as the first point of contact in the Service Desk for end-users reporting IT issues.
• Log, track, and resolve Service Desk tickets accurately and within defined SLAs.
• Troubleshoot hardware and software issues to minimize downtime and disruption.
• Collaborate with internal IT teams to escalate and resolve complex scenarios.
• Build and maintain knowledge base articles to enable faster resolutions.

Required Technical Skills

• Sound technical knowledge.
• Understanding of IT systems and services.

Required Soft Skills

• Client-focused mindset with the ability to support users across diverse cultures.
• Strong verbal and written communication skills suited to a Service Desk environment.
• Willingness to work in shifts from the office.

Preferred Skills

• Knowledge of IT support processes.
• Understanding of Service Desk operations.

Selection Process / Rounds / Tests

Round 1: Application Screening — Details: Resume and qualification review | Topics: Academic scores (50% in X, XII, Diploma, UG), Year of graduation (2025/2026), No standing arrears | Mode: Online | Purpose: Initial screening based on eligibility criteria

Round 2: Online Assessment — Details: Evaluate aptitude and technical knowledge | Topics: Quantitative aptitude, Logical reasoning, Technical knowledge (IT support basics) | Mode: Online | Purpose: Filter candidates based on aptitude and technical skills

Round 3: Technical Interview — Details: Assess technical support and Service Desk knowledge | Topics: IT troubleshooting, Hardware/Software issues, Service Desk operations | Mode: Online / In-person | Purpose: Evaluate technical knowledge and problem-solving skills

Round 4: HR Interview — Details: Evaluate communication and cultural fit | Topics: Communication skills, Client-focused mindset, Shift flexibility | Mode: Online / In-person | Purpose: Final evaluation of soft skills

Important Notes & Benefits

• No Service bonds.
• Cognizant sponsored Higher Education from BITS Pilani (applicable only to candidates from Science, Technology & Mathematics background).
• Night shift allowance.
• Safe and comfortable cab facilities for pick-up and drop.
• Timely rewards and recognition for top performers.
• Mandatory Documents for Registration: Resume (maximum of 2 pages) with a high-resolution passport size photograph (light background, both ears visible).
• Mandatory Documents for Interview: All academic documents including college ID card and school/college UG mark sheets.
• Mandatory Documents for Onboarding: PAN card (mandatory), Voter ID card/Passport (mandatory for citizenship verification), Aadhar card (mandatory).