IT Service Desk Executive/Analyst

Coforge; Delhi; On-site; INR 300,000 - 420,000; Full time

Job summary

Coforge Limited in Gurgaon is seeking an experienced IT Service Desk professional to support end-users across the organization from an office location.

The role focuses on L1/L2 support, user administration, and incident resolution using ServiceNow and Google Workspace, with strong communication and SLA adherence.

Qualifications

• Minimum 2-3 years of experience in IT Service Desk operations.
• Experience with ServiceNow and Google Workspace.
• Strong communication and ability to meet SLAs.

Responsibilities

• L1/L2 Technical Support: Provide end-user support and resolve incidents.
• User Administration: Manage user accounts, shared mailboxes, and DLs via AD and Google Admin Console.
• Troubleshooting: Resolve issues related to Google Workspace and coordinate with resolver teams.
• Escalations: Coordinate with internal teams to follow up on escalations and ensure timely closures.
• Knowledge Management: Contribute to knowledge base with known issues and resolutions.
• Customer Satisfaction: Maintain high levels of customer service.

Skills

Service Desk operations

Multichannel support

Ticket lifecycle management

Communication skills

Education

Bachelor's degree in Computer Science/IT

Tools

ServiceNow

Google Workspace

Tivoli Identity Manager

Active Directory

Job description

Job Location

• Location: Gurgaon, Sector 44 (Near HUDA City Center) - Work from Office Only

Working Days & Hours

• Days: 6 days working (Monday to Saturday)
• Off: Sunday fixed off
• Hours: 9:00 AM to 6:00 PM

Facilities

• No food or cab facility provided

Will get an opportunity to work with Coforge.

Preferred candidate profile

Experience Required

• Minimum 2-3 years of experience in IT Service Desk operations

Key Skills

• Hands-on experience with ServiceNow or similar ticketing tools
• Expertise in Google Workspace products (Gmail, Google Drive, Google Hangouts, Google Workspace Admin Console)
• Proficiency in Tivoli Identity Manager and Active Directory

Management of Shared Mailboxes and Distribution Lists

• Excellent written and verbal communication skills
• Ability to compose and respond to professional emails effectively
• Good understanding of ticket lifecycle management and working within defined SLAs Roles and Responsibilities
• Omnichannel Support: Resource should be able to pick up calls, handle emails, and manage chats.
• Ticketing & Service: Handle and resolve incidents/service requests via the ServiceNow platform and manage web-based tickets.
• Resolution Management: Ensure all resolutions are completed within defined SLA timelines.

L1/L2 Technical Support: Provide support to end-users across the organization. User Administration: Administer user accounts, shared mailboxes, and DLs via Active Directory and Google Admin Console.

Troubleshooting: Resolve issues related to Google Workspace tools and coordinate with backend or resolver teams when needed.

End-User Communication: Communicate clearly to understand issues, document them accurately, and route to appropriate groups.

Knowledge Management: Maintain and contribute to the knowledge base by documenting known issues and resolution steps.

Escalations: Collaborate with internal teams to follow up on escalations and ensure timely closures.

Customer Satisfaction: Maintain a high level of customer satisfaction through prompt and professional service.

Preferred Qualifications

Bachelor's degree in Computer Science, IT, or related field

ITIL Foundation certification (preferred)

Strong communication and interpersonal skills

Ability to work independently and as part of a collaborative team

Thanks

Pooja