IT Service Desk Executive

2 days ago

Delhi NCR, India Coforge Full time ₹ 4,50,000 - ₹ 9,50,000 per year

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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