Company Profile:

Coforge is a global digital services and solutions provider, that enables its clients to transform at the intersect of domain expertise and emerging technologies to achieve real-world business impact. A focus on very select industries, a detailed understanding of the underlying processes of those industries, and partnerships with leading platforms provides us with a distinct perspective. Coforge leads with its product engineering approach and leverages Cloud, Data, Integration, and Automation technologies to transform client businesses into intelligent, high-growth enterprises. Coforge’s proprietary platforms power critical business processes across its core verticals. The firm has a presence in 21 countries with 26 delivery centers across nine countries.

Job description:

• Work as part of the 24x7 Shift system on the IT Service Desk

• Answer calls & e-mails from our customers

• Act as a point of escalation for queries from colleagues and as part of the Major Incident process • Assist the Service Management Specialists in the production of regular & AdHoc reports

• Act as a champion for corporate processes such as Incident, Problem & Change management, taking feedback to develop and maintain the processes and supporting procedures, ensuring an efficient and effective consistent service is delivered in line with customer SLAs

• Support the Service Desk Manager with people management activities such as managing staffing levels (Leave & Training)

• Assist in delivering briefings to Service Desk staff on issues or changes that may affect volumes and work patterns at the Service Desk Personal skills and Experience

• A flexible approach to work at all times and the commitment to ensure tasks are completed to deadline

• Exceptional customer service & communication skills

• Experience working with both internal teams and external suppliers

• Effective prioritization and execution of tasks in a high pressure environment Desirable Skills

• Experience in working within an ITIL environment

• Excellent team player Ideally experience on a Service Desk supporting the following technologies • Service Now (Incident, Problem, Service Request & Change)

• End user computing

• Active Directory

• O365 and OKTA skills

• Infrastructure Monitoring tools

• Remote support tools