Service Desk Analyst

Coforge; Greater Noida; On-site; INR 350,000 - 650,000; Full time

Job summary

Coforge in Greater Noida is seeking a Service Desk Analyst to provide first-line IT support from the office. You will handle incidents via phone, email, chat, and ticketing tools, resolving issues with ServiceNow and other ITSM platforms.

The role requires hands-on support for AD, M365, Windows, VPN, and printers, with a focus on timely SLA adherence. The position operates in a 24x7 shift, in-office, with the candidate expected to deliver high customer satisfaction and collaborate with global

Qualifications

• Experience in Service Desk/Help Desk/IT Support.
• Hands-on experience with ServiceNow or any ITSM tool.
• Knowledge of Active Directory, Microsoft 365, Windows OS, VPN, and basic networking.
• Excellent verbal and written communication skills.
• Willingness to work in a 24x7 support environment.

Responsibilities

• Act as the first point of contact for IT support requests via phone, email, chat, and ticketing tools.
• Log, prioritize, and resolve incidents and service requests using ServiceNow.
• Provide L1 support for Active Directory, Microsoft 365, Windows OS, VPN, MFA, printers, scanners, and endpoint devices.
• Troubleshoot hardware, software, application, network, and access-related issues.
• Escalate unresolved issues to appropriate support teams and track them through resolution.
• Ensure SLA adherence, accurate ticket documentation, and high customer satisfaction.

Skills

IT Support

ServiceNow

Active Directory

Microsoft 365

Windows OS

VPN

Communication skills

Tools

ServiceNow

ITSM tools

Job description

Job Title: Service Desk Analyst

Experience: 4 to 7Years
Shift: 24*7 shift

Work Mode: In Office & ODC

Location: Greater Noida

Job Responsibilities:

• Act as the first point of contact for IT support requests via phone, email, chat, and ticketing tools.
• Log, prioritize, and resolve incidents and service requests using ServiceNow.
• Provide L1 support for Active Directory, Microsoft 365, Windows OS, VPN, MFA, printers, scanners, and endpoint devices.
• Troubleshoot hardware, software, application, network, and access-related issues.
• Escalate unresolved issues to appropriate support teams and track them through resolution.
• Ensure SLA adherence, accurate ticket documentation, and high customer satisfaction.

Required Skills:

• Experience in Service Desk/Help Desk/IT Support.
• Hands-on experience with ServiceNow or any ITSM tool.
• Knowledge of Active Directory, Microsoft 365, Windows OS, VPN, and basic networking.
• Excellent verbal and written communication skills.
• Willingness to work in a 24x7 support environment.

Preferred:

• ITIL certification.
• Experience supporting healthcare applications (Epic, Imprivata, PACS) is a plus.