Service Desk Engineer

2 hours ago

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

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

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