- Overall experience as a Service Desk Analyst / QA / SME in an ITILbased Service Desk environment.
- Robust handson experience in quality review (QA) of Service Requests, ensuring adherence to defined processes and SOPs.
- Proven Subject Matter Expertise (SME) in common Service Requests such as access management, software installation, password resets, and asset requests.
- Good working knowledge of ServiceNow ITSM, including RITMs, Catalog Tasks, approvals, SLAs, and workflows.
- Solid understanding of ITIL Request Fulfilment and Incident Management (L1/L1.5) processes.
- Solid awareness of process compliance, security controls, and audit requirements in client environments.
- Experience handling voicebased client interactions, including request clarification, followups, and escalations.
- Ability to review tickets for documentation quality, SLA adherence, and governance compliance.
- Strong communication skills with the ability to provide Perform constructive feedback and coaching to Service Desk agents.
- Customercentric mindset with the ability to balance service quality, compliance, and SLA performance.
- Associate should be flexible to work in 24X7 environment as per the shift roster including Weekend.