
Service Desk Analyst
3 weeks ago
Job Location:
Gurgaon, Sector 44 (Near HUDA City Center) -
Work from Office Only Working Days & Hours: - 6 days working (Monday to Saturday) - Sunday fixed off
Working Hours: 9:00 AM to 6:00 PM
Facilities:No food or cab facility provided.
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, including: - Gmail - Google Drive - Google Hangouts - 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 organization - 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 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 tea
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