Job Title: Service Desk Analyst

Experience: 8+ Years

Shift: 24*7 shift

Work Mode: In Office & ODC

Location: Greater Noida

Please share your resume to [email protected] along with below details:

Exp

Notice Period

Current CTC

ECTC

Current Location

Ok for 24*7 Shift

Ok to WFO

Role Overview:

We are looking for an experienced Service Desk L2/L3 Engineer to provide advanced technical support in a 24x7 enterprise environment. The role involves troubleshooting complex infrastructure, application, endpoint, network, and access management issues, ensuring rapid resolution and high service availability.

Key Responsibilities

- Provide L2/L3 support for incidents, service requests, and major incidents.
- Troubleshoot and resolve complex issues related to Windows, Active Directory, Microsoft 365, Exchange Online, VPN, MFA, and endpoint devices.
- Support user account management, access provisioning, group policies, and identity management.
- Diagnose network connectivity, DNS, DHCP, Wi-Fi, and remote access issues.
- Handle escalations from L1 teams and coordinate with Infrastructure, Security, Cloud, and Application teams.
- Perform root cause analysis (RCA)



and implement permanent fixes for recurring issues.
- Manage incidents and requests through ServiceNow while ensuring SLA compliance.
- Create and maintain technical documentation, SOPs, and knowledge base articles.
- Participate in Major Incident Management (MIM), problem management, and continuous service improvement initiatives.

Required Skills

- Strong experience in ServiceNow/ITSM tools.
- Hands-on expertise in Active Directory, Azure AD/Entra ID, Microsoft 365, Windows Server, Exchange Online, Intune, VPN, and endpoint management.
- Valuable understanding of networking concepts (DNS, DHCP, TCP/IP, VPN).
- Experience in incident, problem, and change management processes.
- Excellent troubleshooting, communication, and stakeholder management skills.
- Willingness to work in rotational shifts.

Preferred Skills

- ITIL Foundation Certification.
- Experience in Healthcare, BFSI, or Enterprise Support environments.
- Knowledge of Azure, Citrix, VDI, SCCM, Intune, Security Tools, Epic/Healthcare Applications

📌 Service Desk Lead (Greater Noida)
🏢 Coforge
📍 Greater Noida