Service Desk Lead

Job description

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 asmita.tripathi@coforge.com 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. • Good 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