PE-CX-Backoffice Helpdesk Analyst

Role Summary

Cognizant is hiring a PE-CX-Backoffice Helpdesk Analyst for its Technology & Engineering practice in Hyderabad (Hybrid). In this backoffice technical support role, you will provide first-level support for digital marketing and web applications, troubleshoot basic HTML formatting issues, analyze campaign data in MS Excel, and monitor Google AdWords accounts. Additionally, you will apply basic prompt engineering techniques to craft automated responses, streamline ticketing workflows, and optimize helpdesk response times.

Key Responsibilities

• First-Level Technical Support: Provide backoffice support for digital marketing tools, web application queries, and basic HTML formatting adjustments.
• Data Analysis & Campaign Reporting: Execute campaign data management, reporting, and performance tracking using MS Excel and Google AdWords.
• Prompt Engineering & Helpdesk Automation: Leverage prompt engineering principles to design precise automated responses for repetitive user inquiries and update self-service knowledge base documentation.
• Incident Management: Maintain accurate user issue logs, track resolution workflows, and escalate complex technical tickets to specialized engineering teams.

Key Qualifications

• Education: Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
• Experience: Minimum 1 year of professional experience in technical support, helpdesk operations, or digital marketing support.
• Mandatory Technical Stack & Certifications: HTML, MS Excel, Google AdWords, and a mandatory Certification in Google AdWords or Digital Marketing fundamentals.
• Preferred Technical Exposure: Foundational Prompt Engineering skills, AI helpdesk automation tools, and ticketing software systems.

About Cognizant

Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for clients worldwide.