IT Service Desk Executive
1 week ago
Job Title : ASSOCIATE - IT OPS SERVICES
Job Description
IT Service Desk Executive/Analyst
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 team
Mandatory Skills: Incident Management PROCESS
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