Job Requirements-
Overall experience as a Service Desk Analyst / QA / SME in an ITILbased Service Desk workplace.
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.
Solid 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.