IT Service Desk Executive/Analyst

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

If you interested , please share your CV on [email removed]

Thanks

Pooja