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343 Coforge Jobs

Service Desk Engineer - Ticketing System (3-8 yrs)

3-8 years

Service Desk Engineer - Ticketing System (3-8 yrs)

Coforge

posted 2mon ago

Job Description

Job Description :

- Document all interactions, resolutions, and troubleshooting steps in the ticketing system.


- Create and maintain knowledge base articles to improve efficiency and reduce future support requests.


- Perform basic Windows administration tasks (within defined scope).


- Manage user accounts, including creation, modification, and deletion.


- Manage file and folder permissions and access rights.


- Assist with basic system maintenance tasks as directed.


- Identify and escalate complex technical issues to higher-level support teams (e.g., Technical Support Specialists, Network Engineers).


- Clearly communicate technical issues and their impact to relevant stakeholders.


- Meet or exceed established service level agreements (SLAs) for response and resolution times.


- Monitor and track key performance indicators (KPIs) related to support requests.


- Ensure compliance with all IT policies and security procedures, including data protection and password management.


- Adhere to established standards for documentation, configuration, and standard operating procedures.


- Communicate effectively with users at all levels, providing clear and concise explanations.


- Collaborate with other IT team members to resolve complex issues and improve support processes.


- Proactively communicate system outages or planned maintenance to users.


- Identify areas for improvement in support processes and procedures.


- Participate in team meetings and training sessions to enhance technical skills and knowledge.


Qualifications :


- 3-8 years of experience in a Help Desk/Customer Service Desk environment.


- Strong understanding of Windows operating systems and common applications.


- Experience with troubleshooting basic network connectivity issues.


- Excellent written and verbal communication skills.


- Strong customer service orientation with a focus on user satisfaction.


- Ability to work independently and as part of a team.


- Strong problem-solving and analytical skills.


- Excellent documentation and organizational skills.


- ITIL or other relevant IT service management certifications (preferred).


Technical Skills :


- Proficiency in Microsoft Office Suite (Word, Excel, Outlook)


- Experience with ticketing systems (e.g., ServiceNow, Jira)


- Basic understanding of networking concepts (TCP/IP, DNS)


- Familiarity with remote support tools (e.g., TeamViewer, Remote Desktop)


Functional Areas: Other

Read full job description

Coforge Interview Questions & Tips

Prepare for Coforge Service Desk Engineer roles with real interview advice

Top Coforge Service Desk Engineer Interview Questions

Q1. Reverse a String Problem Statement Given a string STR containing characters from [a-z], [A-Z], [0-9], and special characters, determine the ... read more
Q2. Write a program to get a employee list whose salary is greater than 50k and grade is above from A, Use Java 8 stream to get the list
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What people at Coforge are saying

Service Desk Engineer salary at Coforge

reported by 13 employees with 1-8 years exp.
₹2.3 L/yr - ₹8 L/yr
38% more than the average Service Desk Engineer Salary in India
View more details

What Coforge employees are saying about work life

based on 4.8k employees
55%
84%
66%
78%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

Coforge Benefits

Submitted by Company
Flexible choice of pay components
Company Paid Mediclaim, AD&D and life
Higher Education Sponsorship
Wedding allowance, Investment seeding for child birth, Executive health checkups
Submitted by Employees
Cafeteria
Gymnasium
Work From Home
Soft Skill Training
Health Insurance
Free Transport +6 more
View more benefits

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Coforge Hyderabad / Secunderabad Office Location

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Hyderabad/Secunderabad, Telangana Office
8th Floor, D.No.2-9/90/1/AUC/8F AU Infinium, Situated at Sy. No.90/1 Hyderabad/Secunderabad, Telangana
500032

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