Service Desk Agent – French (Quebecois)

About the role

Cognizant is seeking a bilingual Service Desk Agent who speaks French (Quebecois) to provide on‑site technical support for critical business applications. The role focuses on rapid incident resolution, application stability, and enhancing user productivity during day‑shift hours.

Key responsibilities

• Lead end‑to‑end technical resolution for complex service‑desk incidents, ensuring quick restoration of user productivity.
• Analyze recurring application issues, coordinate fixes, and reduce downtime.
• Provide advanced troubleshooting for escalated tickets using diagnostic tools and structured analysis.
• Collaborate with cross‑functional technology teams to validate impacts and implement changes that safeguard application stability.
• Guide service‑desk analysts with knowledge articles and runbooks to improve first‑contact resolution.
• Optimize ticket prioritization, routing logic, and monitor performance dashboards to drive continuous improvement.
• Define and refine standard operating procedures for incident, request, and problem handling.
• Coordinate day‑shift staffing and work allocation to meet demand across business units.

Required profile

• Strong technical aptitude with experience in service‑desk or application support environments.
• Excellent communication skills in both French (Quebecois) and English.
• Ability to work independently on‑site and collaborate with multiple technology teams.
• Detail‑oriented with a focus on documentation and process improvement.

Required skills

• Proficiency with diagnostic and ticketing tools.
• Experience using knowledge bases, runbooks, and standard operating procedures.

What we offer

• Opportunity to work for a global leader in digital services.
• Inclusive culture that values diverse perspectives.
• Career growth and development opportunities within a dynamic environment.