Job Title: Service Desk Engineer
Key Skills: IT Service Desk, Ticketing tools
Experience: 2 - 5 years
Location: Gurgaon, Sector 44 (Near HUDA City Centre)
Shift: 6 days working (Monday to Saturday) - Sunday fixed off
Mode: Work from Office
Working Hours: 9:00 AM to 6:00 PM
Facilities: No food or cab facility provided.
We at Coforge are seeking a Service Desk Engineer with the following skill-set:
Key Responsibilities:
- Hands-on experience with ServiceNow or similar ticketing tools.
- Expertise in Google Workspace products, including: Gmail ,Google Drive ,Google Hangout,Google Workspace Admin Console ,Tivoli Identity Manager , Active Directory, 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.
- Provide L1/L2 support to end-users across the organisation.
- Handle and resolve incidents/service requests via the ServiceNow platform.
- Manage web-based tickets and ensure resolution within defined SLA timelines.
- Administer user accounts, shared mailboxes, and DLs via Active Directory and Google Admin Console.
- Troubleshoot issues related to Google Workspace tools and coordinate with backend or resolver teams when needed.
- Communicate clearly with end-users to understand their issues, document the problem accurately, and either resolve or route the ticket to the appropriate resolver group.
- Maintain and contribute to the knowledge base by documenting known issues and resolution steps.
- Collaborate with internal teams to follow up on escalations and ensure timely closures.
- Maintain a high level of customer satisfaction through prompt and professional service.
Educational 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.
Notice Period: Immediate Joiners preferrable or the Maximum notice period is 1 month
