ITSM Support

ITSM Support Engineer / Call Coordinator (0–3 Years)

Company: Knowledge Artisans Private Limited

Location: Kochi / Thrissur, Kerala

Work Mode: On-site / Hybrid

Employment Type: Contract (One-time staffing)

Industry: Retail Enterprise Operations

Experience: 0–3 Years

Role Overview

We are hiring an ITSM Support Engineer / Call Coordinator to support enterprise-scale IT operations for a large retail organization.

This is a process-driven ITSM role, focused on call handling, ticket logging, coordination, and SLA tracking, rather than hands-on technical troubleshooting.

Ideal for early-career professionals looking to build strong IT operations experience.

Key Responsibilities

• Handle inbound calls related to IT operational issues
• Log, record, and document calls accurately
• Create, update, and manage tickets using ITSM service desk tools
• Route tickets to appropriate internal support teams
• Track SLA adherence and follow up on pending tickets
• Support escalation coordination when required
• Maintain clear communication and proper documentation

Required Skills & Experience

• 0–3 years of experience in:
• Call coordination
• IT service desk / operations support
• Basic understanding of ITIL concepts (Incident, Service Request, Escalation)
• Hands-on exposure to ticketing tools:
• ServiceNow
• Freshservice
• Remedy (or similar tools)
• Good verbal communication skills
• Comfortable working in process-driven environments

Preferred Qualifications

• Prior experience in retail enterprise support environments
• Familiarity with call recording and reporting
• Willingness to work in shift-based operations (if required)

Why This Role

• Exposure to enterprise-scale IT operations
• Clear, well-defined, process-oriented responsibilities
• Strong foundation role for ITSM / operations career growth
• Suitable for freshers and early-career professionals

Benefits & Perks

• Fast-growing organization
• Competitive compensation
• Learning and upskilling opportunities
• Collaborative team culture
• Health insurance
• Limited flexibility based on project needs

How to Apply

This role follows a skill-first hiring approach.

Apply via JobsifyAI to ensure your actual responsibilities and hands-on experience are evaluated beyond keywords and job titles:

https://www.jobsify.ai/5cmDGxpGDqqX6mTPR9nS?ref=rGbq0BJR0JZKErbd63LcWX9wUF63

Job Type: Contractual / Temporary

Work Location: In person