Service Desk Analyst

2 weeks ago

Gurgaon, Haryana, India Coforge Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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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