Service Desk Engineer

Coforge Limited; Greater Noida; Hybrid; INR 450,000 - 650,000; Full time

Job summary

Coforge Limited in India is seeking an IT Help Desk professional to join our enterprise support team. The ideal candidate will have 2–4 years of experience in a frontline service desk role, strong ITSM knowledge, and a customer-focused approach.

You will manage incident logging, classification, escalation, and resolution while supporting users via phone, email, chat, or Teams. Rotation shifts and weekend coverage are required.

Qualifications

• 2 to 4 years of experience in an enterprise IT Service Desk, Help Desk, or Level 1 user-support role.
• Experience using an ITSM platform such as ServiceNow, BMC Helix, Jira Service Management, or an equivalent enterprise ticketing tool.
• Understanding of ticket logging, classification, prioritization, escalation, routing, and closure.
• Experience supporting users through telephone, email, chat, or Microsoft Teams.
• Basic troubleshooting knowledge across: Windows desktop and laptop environments; Microsoft 365 applications; Outlook and Microsoft Teams; User-access and authentication issues; VPN and VDI connectivity; Basic network connectivity; Remote-access tools; Standard enterprise applications.
• Ability to follow SOPs, runbooks, knowledge articles, and escalation matrices.
• Good spoken and written English.
• Strong customer-service orientation and professional telephone etiquette.
• Ability to capture information accurately and communicate clearly with users and resolver teams.
• Willingness to work rotational shifts, weekends, and bank holidays according to the support roster.

Skills

Incident management

Customer service

Communication

English proficiency

Tools

ServiceNow

BMC Helix

Jira Service Management

Job description

Required Skills and Experience

• 2 to 4 years of experience in an enterprise IT Service Desk, Help Desk, or Level 1 user-support role.
• Working knowledge of incident and service-request management.
• Experience using an ITSM platform such as ServiceNow, BMC Helix, Jira Service Management, or an equivalent enterprise ticketing tool.
• Understanding of ticket logging, classification, prioritization, escalation, routing, and closure.
• Experience supporting users through telephone, email, chat, or Microsoft Teams.
• Basic troubleshooting knowledge across:
• Windows desktop and laptop environments
• Microsoft 365 applications
• Outlook and Microsoft Teams
• User-access and authentication issues
• VPN and VDI connectivity
• Basic network connectivity
• Remote-access tools
• Standard enterprise applications
• Ability to follow SOPs, runbooks, knowledge articles, and escalation matrices.
• Good spoken and written English.
• Strong customer-service orientation and professional telephone etiquette.
• Ability to capture information accurately and communicate clearly with users and resolver teams.
• Willingness to work rotational shifts, weekends, and bank holidays according to the support roster.