Service Desk Lead

Coforge; Greater Noida; On-site; INR 1,200,000 - 1,400,000; Full time

Job summary

Coforge in Greater Noida is seeking an experienced Service Desk L2/L3 Engineer to provide advanced technical support in a 24x7 enterprise environment. The role involves troubleshooting complex infrastructure, application, endpoint, network, and access management issues, ensuring rapid resolution and high service availability.

The candidate should have hands-on experience with Windows, Active Directory, Microsoft 365, Exchange Online, VPN, MFA, Intune, and proactive incident, problem, and change

Qualifications

• 8+ years of experience in service desk/IT support.
• Experience in 24x7 enterprise environments.
• Strong troubleshooting and communication skills.

Responsibilities

• Provide L2/L3 support for incidents, service requests, and major incidents.
• Troubleshoot and resolve issues related to Windows, AD, M365, Exchange Online, VPN, MFA, and endpoints.
• Support user account management, access provisioning, group policies, and identity management.
• Diagnose network connectivity, DNS, DHCP, Wi‑Fi, and remote access issues.
• Handle escalations from L1 teams and coordinate with Infrastructure, Security, Cloud, and App teams.
• Conduct RCA and implement permanent fixes for recurring issues.
• Manage incidents and requests through ServiceNow with SLA adherence.
• Create and maintain technical docs, SOPs, and knowledge base articles.
• Participate in Major Incident Management and continual service improvement.

Skills

Service desk troubleshooting

Incident/problem/change management

Communication & stakeholder management

Rotational shifts willingness

Tools

ServiceNow

Azure AD/Entra ID

Microsoft 365

Windows Server

Exchange Online

Intune

VPN

Endpoint management

Job description

Job Title: Service Desk Analyst

Experience: 8+ Years

Shift: 24*7 shift

Work Mode: In Office & ODC

Location: Greater Noida

Role Overview

We are looking for an experienced Service Desk L2/L3 Engineer to provide advanced technical support in a 24x7 enterprise environment. The role involves troubleshooting complex infrastructure, application, endpoint, network, and access management issues, ensuring rapid resolution and high service availability.

Key Responsibilities

• Provide L2/L3 support for incidents, service requests, and major incidents.
• Troubleshoot and resolve complex issues related to Windows, Active Directory, Microsoft 365, Exchange Online, VPN, MFA, and endpoint devices.
• Support user account management, access provisioning, group policies, and identity management.
• Diagnose network connectivity, DNS, DHCP, Wi-Fi, and remote access issues.
• Handle escalations from L1 teams and coordinate with Infrastructure, Security, Cloud, and Application teams.
• Perform root cause analysis (RCA) and implement permanent fixes for recurring issues.
• Manage incidents and requests through ServiceNow while ensuring SLA compliance.
• Create and maintain technical documentation, SOPs, and knowledge base articles.
• Participate in Major Incident Management (MIM), problem management, and continuous service improvement initiatives.

Required Skills

• Strong experience in ServiceNow/ITSM tools.
• Hands-on expertise in Active Directory, Azure AD/Entra ID, Microsoft 365, Windows Server, Exchange Online, Intune, VPN, and endpoint management.
• Good understanding of networking concepts (DNS, DHCP, TCP/IP, VPN).
• Experience in incident, problem, and change management processes.
• Excellent troubleshooting, communication, and stakeholder management skills.
• Willingness to work in rotational shifts.

Preferred Skills

• ITIL Foundation Certification.
• Experience in Healthcare, BFSI, or Enterprise Support environments.
• Knowledge of Azure, Citrix, VDI, SCCM, Intune, Security Tools, Epic/Healthcare Applications.