Key Responsibilities:

nTicket Monitoring & Management

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Monitor and track incidents, service requests and other ITSM tickets.
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Review open, pending and overdue tickets and follow up with respective teams.
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Ensure tickets are updated with the required information and progressed within agreed timelines.
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Track ticket ageing and identify tickets requiring immediate attention.
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Support timely ticket closure and ensure proper documentation.
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nCoordination

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Coordinate with Service Delivery Coordinators (SDCs) and Service Delivery Managers (SDMs) for ticket updates and closure.
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Follow up with technical and support teams on outstanding actions.
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Coordinate across teams in EMEA and APAC to obtain ticket updates and resolve pending actions.
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Escalate delayed or ageing tickets to the ITSM Lead/Manager where required.
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nReporting & Analysis

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Prepare daily, weekly and monthly ITSM ticket status reports.
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Analyse ticket volumes, ageing, pending tickets and closure trends.
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Maintain trackers and dashboards as required.
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Highlight SLA risks, overdue tickets and recurring issues to the ITSM Lead/Manager.
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Support preparation of customer and management reports.
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nITSM Support & Documentation

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Maintain ITSM process documentation and operational trackers.
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Support the ITSM team in maintaining accurate records and reports.
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Assist with ITSM audits, governance activities and compliance requirements.
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Support process improvement initiatives and other ITSM activities as assigned.
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nRequired Skills & Experience

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1–2 years of experience in IT Service Management, IT support, service desk or a similar role.
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Basic understanding of ITSM / ITIL concepts .
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Experience working with ticketing or ITSM tools.
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Valuable analytical and problem-solving skills.
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Valuable written and verbal communication skills.
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Strong follow-up and coordination skills.
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Valuable attention to detail and ability to maintain accurate records.
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Ability to work with multiple teams and manage several tasks simultaneously.
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Good knowledge of MS Excel and reporting is preferred.
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nPreferred Qualifications

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ITIL Foundation certification is an advantage.
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Experience with tools such as ServiceNow, BMC Remedy, Jira Service Management or similar ITSM platforms is preferred.
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Experience working with geographically distributed teams is an advantage.
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📌 Itsm Junior Executive Tamil Nadu (India)
🏢 Teceze India
📍 India