Service Desk Engineer

As a Service Desk Engineer at Coforge, your role will involve providing essential support to end-users while ensuring smooth operations within the organization. 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 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. Educational Qualifications: - Bachelor's degree in Computer Science, IT, or a related field. - ITIL Foundation certification (preferred). - Strong communication and interpersonal skills. - Ability to work independently and as part of a collaborative team. As a Service Desk Engineer, you will play a crucial role in ensuring the smooth functioning of IT services within the organization. Your expertise in IT service desk operations and ticketing tools will be essential in providing efficient support to end-users. As a Service Desk Engineer at Coforge, your role will involve providing essential support to end-users while ensuring smooth operations within the organization. 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 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. Educational Qualifications: - Bachelor's degree in Computer Science, IT, or a related field. - ITIL Foundation certification (preferred). - Strong communication and interpersonal skills. - Ability to work independently and as part of a collaborative team. As a Service Desk Engineer, you will play a crucial role in ensuring the smooth functioning of IT services within the organization. Your expertise in IT service desk operations and ticketing tools will be essential in providing efficient support to end-users.