Associate IT Support Specialist (Helpdesk ServiceNow)

Clariant

0 years

0 Lacs

Airoli, Navi Mumbai, Maharashtra

Posted:2 weeks ago| Platform: Indeed logo

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Skills Required

support servicenow service data management software resolve analyze drive onboarding compliance planning forecasting billing

Work Mode

On-site

Job Description

Job ID: 40414 | Location: Airoli, Maharashtra, India

To ensure seamless IT support and operational continuity by efficiently managing service requests, driving resolution in line with SLAs, collaborating with global teams, and enhancing service delivery through data-driven insights, vendor management, and proactive process improvements

Responsibilities

Handle IT support requests through phone, email, or ticketing system.
Install and update software, ensuring systems remain secure and up-to-date.
Coordinate with field engineers to resolve issues promptly and within SLA timelines.
Collaborate with Local and Global IT teams for seamless issue resolution.
Monitor SLA adherence, ensuring timely assignment and first response to all tickets.
Analyze ticket trends to identify recurring issues and drive process improvements.
Investigate high-volume ticket categories, address root causes, and recommend preventive solutions.
Oversee vendor lifecycle management—from onboarding to renewal or exit.
Track vendor performance and ensure compliance with agreed SLAs.
Assist in IT budget planning, forecasting, and managing invoice/billing processes.

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