Service Desk Engineer

Job Title:

Key Skills

Experience:

Location:

Shift:

Mode

Working Hours:

Facilities:

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: