IT Helpdesk – Retail Account

About the role

Cognizant is seeking an IT Helpdesk professional to support its Retail Account operations in Cebu. The role involves providing first‑line technical assistance, troubleshooting issues, and ensuring smooth IT service delivery for internal users.

Key responsibilities

• Respond to user tickets via phone, email, or chat and resolve hardware, software, and network problems.
• Document incidents, follow standard operating procedures, and escalate complex issues to higher‑level support.
• Maintain knowledge base articles and contribute to continuous improvement of support processes.
• Assist with onboarding of new employees by configuring devices and granting appropriate access.

Required profile

• High school graduate with at least two years of college education, or a college graduate in IT or a related field.
• Minimum 18 months of experience in a BPO or call‑center environment, preferably in IT help‑desk support.
• Strong communication skills and ability to work in a fast‑paced team.

Required skills

What we offer

• Clear career paths with opportunities for growth and leadership.
• Collaborative culture that values employee well‑being and work‑life balance.
• Exposure to global accounts and projects that impact millions of users.