Location : Bengaluru

Role Overview

The Service Desk Agent serves as the primary point of contact for all IT support needs, providing timely assistance to users and ensuring the smooth operation of systems, applications, and devices.

Key Responsibilities
Handle IT incidents and service requests via phone, email, chat, or ticketing tools in a 24x7 workplace.
Log, classify, prioritise, and resolve issues within defined SLAs.
Troubleshoot hardware, software, network, login/access, and Office 365-related problems.
Maintain accurate ticket records and contribute to the knowledge base.
Follow IT policies, security standards, and operational procedures.

Skills & Qualifications




12 years of experience in an IT Service Desk / EndUser Support role (or equivalent).
Handson with Okta, VPN/Global Protect, Microsoft Teams, BitLocker.
Robust understanding of Incident, Service Request, and Change processes in ITSM tools (e.g., ServiceNow, Jira Service Management, Fresh service).
Experienced in providing remote technical support using tools like Bomgar for secure troubleshooting and issue resolution.
Networking fundamentals: DNS/DHCP, proxy, firewall basics, SSL/TLS certificates.
Familiarity with ITSM/ITIL processes (ITIL certification is a plus).

📌 Service Desk Associate Bengaluru
🏢 Coforge
📍 Bengaluru