Key Responsibilities:
Ticket Monitoring & Management
Monitor and track incidents, service requests and other ITSM tickets.
Review open, pending and overdue tickets and follow up with respective teams.
Ensure tickets are updated with the required information and progressed within agreed timelines.
Track ticket ageing and identify tickets requiring immediate attention.
Support timely ticket closure and ensure proper documentation.
Coordination
Coordinate with Service Delivery Coordinators (SDCs) and Service Delivery Managers (SDMs) for ticket updates and closure.
Follow up with technical and support teams on outstanding actions.
Coordinate across teams in EMEA and APAC to obtain ticket updates and resolve pending actions.
Escalate delayed or ageing tickets to the ITSM Lead/Manager where required.
Reporting & Analysis
Prepare daily, weekly and monthly ITSM ticket status reports.
Analyse ticket volumes, ageing, pending tickets and closure trends.
Maintain trackers and dashboards as required.
Highlight SLA risks, overdue tickets and recurring issues to the ITSM Lead/Manager.
Support preparation of customer and management reports.
ITSM Support & Documentation




Maintain ITSM process documentation and operational trackers.
Support the ITSM team in maintaining accurate records and reports.
Assist with ITSM audits, governance activities and compliance requirements.
Support process improvement initiatives and other ITSM activities as assigned.
Required Skills & Experience
1–2 years of experience in IT Service Management, IT support, service desk or a similar role.
Basic understanding of ITSM / ITIL concepts .
Experience working with ticketing or ITSM tools.
Good analytical and problem-solving skills.
Good written and verbal communication skills.
Strong follow-up and coordination skills.
Positive attention to detail and ability to maintain accurate records.
Ability to work with multiple teams and manage several tasks simultaneously.
Good knowledge of MS Excel and reporting is preferred.
Preferred Qualifications
ITIL Foundation certification is an advantage.
Experience with tools such as ServiceNow, BMC Remedy, Jira Service Management or similar ITSM platforms is preferred.
Experience working with geographically distributed teams is an advantage.

📌 ITSM Junior Executive (Chennai)
🏢 Teceze India
📍 Chennai