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.
- Robust follow-up and coordination skills.
- Good attention to detail and ability to maintain accurate records.
- Ability to work with multiple teams and manage several tasks simultaneo

📌 Hiring: Itsm Junior Executive (India)
🏢 Teceze India
📍 India