9 Itsm Ticketing Jobs

Job Description below:- Key Responsibilities: Handle incident and service requests, including ticket creation, updates, and closure. Provide walk-in support, system imaging, hardware troubleshooting, and device redeployment. Support new joiner onboarding, Wi-Fi, video conferencing setups, and executive-level support. Manage IT asset donations, disposals, secure data wipe (kill-disk), and IMAC activities (Install-Move-Add-Change). Participate in IT transitions, internal audits, project work, and VC setups. Sound understanding of networking concepts, IT hardware, and AV/VC infrastructure. Client - Genpact

Responsibilities: Provide technical support for GreenPay's products, services, and infrastructure. Diagnose and resolve customer and internal technical issues efficiently. Assist in onboarding and training users on new systems and applications.

Functional Responsibilities Monitor dedicated ticket queues to track incoming issues and ensure tickets are assigned to appropriate resources for troubleshooting and resolution. Continuously oversee ticket queues to maintain compliance with Service Level Agreements (SLAs) and ensure timely resolution of issues. Identify and escalate tickets that fall outside the defined scope to the Service Desk or relevant teams for appropriate handling. Ensure associated tickets are correctly linked to parent tickets, facilitating efficient tracking and follow-up once the incident is resolved. Properly assign tickets based on issue severity and facilitate the allocation of resources according to workload distribution to optimize efficiency. Use appropriate tools and methodologies to diagnose and resolve end-user support queries, restoring systems and networks to optimal performance levels. Coordinate setup activities for IT devices and systems, ensuring smooth installation and monitoring their performance to prevent or limit service disruptions. Develop and maintain support documentation to assist IT teams and end-users in troubleshooting and minimizing the impact of unexpected outages. Generate and share regular reports with management and stakeholders, providing insights into ticket statuses, resolution trends, and overall service desk performance. Document and update Standard Operating Procedures (SOPs) for assigned areas, ensuring consistency and efficiency in IT support operations. Perform additional duties as assigned by IT management, adapting to evolving needs and priorities in a dynamic IT service environment.

Role & responsibilities : Addressing user tickets (ITSM) regarding hardware, software, and networking via Remote or Desk visit Walking users through installing applications and computer peripherals Asking targeted questions to diagnose problems. Job brief We are looking for a Desktop Support Engineer to provide technical assistance to our Users. You will help install, upgrade, and troubleshoot hardware and software systems. Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction. Responsibilities Address user tickets regarding hardware, software, and networking Walk users through installing applications and computer peripherals. Ask targeted questions to diagnose problems. Guide users with simple, step-by-step instructions Conduct remote troubleshooting. Co-ordinate with multiple internal IT Teams till issue resolution Customize desktop applications to meet user needs. Record technical issues and solutions in logs/tickets and ensure SLA compliance. Direct unresolved issues to the next level of support personnel Follow up with clients to ensure their systems are functional. Report customer feedback and potential product requests. Help create, update & manage technical documentation and manuals. IT Assets (Hardware & Software) Inventory. Antivirus, DLP & Patch Management Compliance (Monitoring/Reporting/Ensuring) Troubleshoot Network (LAN, Wi-Fi & Network Switch/Firewalls (Switch & Firewalls troubleshooting will be under Network teams supervision or guidance) Issues Requirements and skills Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role for at least 3 years. Must be familiar with ITIL & ITSM concepts. Must have handled VIP User Support. Hands-on experience with Windows/Mac OS environments Working knowledge of office automation products and computer peripherals, like printers and scanners Knowledge of network security practices and anti-virus programs Ability to perform remote troubleshooting and provide clear instructions. Excellent problem-solving and multitasking skills & Ownership Customer-oriented attitude

Manage and monitor IT infrastructure, networks, systems. Troubleshoot and resolve hardware, software, network issues. Implement and maintain system security, backups, disaster recovery. Automate routine IT tasks and improve operational efficiency.

The Service Desk Engineer provides first-line IT support to end-users, ensuring that all technical issues are resolved efficiently and effectively. providing technical assistance, managing requests, and ensuring high customer satisfaction.

Job Description Education Any graduate but preferably B.E./B.Tech/MCA in Computer Science Experience Must have 5+years of work experience on CommVault / NetBackup / Networker and Veeam Cloud backup solutions. Mandatory Skills/Knowledge Configuring & scheduling of backups, testing of backups, Backup policies and guidelines, Standard Operating procedure. Work on daily health checks and environment monitoring Monitor backup operation and anomalies detection Work on Change, ITSM tickets and maintenance activities Able to perform restoration in case if escalated by L1 Advance Level of troubleshooting Coordinate with application owners and users in case if issue not resolved by L1 Engineer Perform client / Media Server Installation / commission of backup application and assist to clean up and sanity checks of the backup policies Work in the rotational shift Preferred Skills/Knowledge Configuring & scheduling of backups, testing of backups, Backup policies and guidelines, Standard Operating procedure. Hands on working experience with Tape based backup software like CommVault, NetBackup, HP Data Protector, Cloud backup technologies like (GCP /Azure / AWS) Backup Hardware like (physical / Virtual Tape Library (VTL) libraries and disk-based backups) Good understanding of CommVault backup tool and cloud Architecture. Closely monitor the Backup activity monitor dashboard to track the real time backup failures Refer the last 24 hrs backup failure report and troubleshoot the chronic or problematic backup failure and drive for closures. Perform restoration as per the request after validating proper approvals and follow the ITSM formalities Primary Troubleshooting of the backup or restoration failure issues escalated by L1 team Timely escalation of the issues which are not resolved or seek the required assistance from the next level. Installations / Upgrade / Configurations of new backup clients. Periodic housekeeping and logs clean-up for hassle free backup operations. Configuring and Maintaining backup policies, tape drives, Catalog Backup (Hot/Cold). Prepare the daily backup success dashboard and share with the leadership Represent the backup team in the Change / upgrade discussion calls and provide the inputs Desired Certifications CommVault Backup certification Soft Skills Must be ready to learn new technologies and acquire new skills Must be a Team Player Should be good in Verbal and Written Communication. Interested candidates can share the resume & below mandatory details Contact Number Email ID Current Company Total Experience Relevant Experience Current Salary (Fixed + Variable) Expected Salary CTC of offer in hand (if any) Primary Skills Notice Period/LWD Current Location Preferred Location Highest Qualification & % 10th % 12th % or Diploma % Graduation % Post-Graduation % (if yes)

Role Summary: The Assistant Manager IT Operations will lead the technical strategy and operations for our IT services, including asset management, hardware and software support, and networking solutions. This role requires a balance of strategic vision and hands-on leadership to build scalable, reliable, and secure solutions for clients. Assistant Manager IT Operations Responsibilities: 1 Team Lead & Operational Efficiency. - Build, mentor, and lead a multidisciplinary technical team, including system administrators, network engineers, and support specialists. - Implement ITIL best practices for service management. - Define and monitor SLAs to ensure timely service delivery and issue resolution. - Onboarding resource / Optimum use of resources. - As and when require to visit customer for review and feedback. 2 Technical Strategy and Leadership - Develop and implement the technical roadmap for IT services, ensuring alignment with the companys business objectives. - Drive innovation in IT asset management platforms, hardware / software support systems, and network infrastructure solutions. - Provide L2 support as and when require to team. 3 Monitor & Audit - Oversee the development and maintenance of tools for tracking, auditing, and managing IT assets. - Ensure compliance with licensing agreements, warranty tracking, and inventory optimization. - Keep doing internal Audits / checks for process / people. - Closely work on Customer feedback with internal team for service improvement plan. - Provide reporting. (Daily / weekly / monthly and yearly) 4 Hardware/ Software and Network Infrastructure Support - Managing processes for proactive and reactive hardware/software troubleshooting. - Lead the implementation of support tools, including remote monitoring, diagnostics, and ticketing systems. - Ensure high service availability and efficient resolution times for hardware and software issues. - Design and oversee the implementation of scalable and secure LAN/WAN solutions. - Supervise troubleshooting and maintenance of network equipment, including routers, switches, and cabling. - Managing and supporting technical support team as and when require for L2 support. - Ensure network security and adherence to industry standards. 5 Stakeholder Management - Collaborate with the Operations and Customer Support teams to align technical services with client requirements. - Communicate technical updates, risks, and solutions to stakeholders in a clear, actionable manner. - Maintain healthy relationship with internal team and customer, managing CSAT and customer review. 6 Compliance and Security - Ensure compliance with industry regulations, data privacy laws, and IT security protocols. - Proactively identify and mitigate security vulnerabilities across systems and networks. Education: Bachelor's or Master's degree in Computer Science, Information Technology, Software Engineering, or related fields. Certifications in relevant technical areas (e.g. ITIL, Microsoft, CCNA etc.) are a plus. Experience: 3+ years of experience in ITSM, IT services, or software support. Expertise in IT infrastructure management, network systems, and hardware /software support Strong understanding of ITIL/ ITSM frameworks. Team-building skills to foster high performance. Strong analytical and problem-solving abilities to address technical challenges. Skills: Good understanding of IT support ecosystems and related KPIs like uptime, response times, and resolution rates. Role & responsibilities Preferred candidate profile Perks and benefits

Tech Mahindra is Hiring for Service Desk Role- Associate/senior Associate Technical (Voice process) Work location - Noida(NSEZ) & Hyderabad (Bahadurpally) Experience: Min 1 year in International Service Desk Technical Support is Required Working Days - 5 Days a week Transport - Both side Cabs will be provided if you live within 30 Kms of radius from the office location. *******LOOKING FOR IMMEDIATE JOINERS ONLY****** *** Kindly go through the JD below and apply on the Naukri portal itself. *** Roles and Responsibilities Ability to work in 24*7 environments. Act as a single point of contact for phone calls and emails from all users regarding IT issues and queries Respond to customer requests via phone and e-mail in a timely and accurate manner Handle end to end ticket flow on Service Now ITSM tool Ability to work in a highly pressurized environment Ability to follow defined processes as per customer guidelines Escalate complex issues to appropriate teams for resolutions Implement application systems, in partnership with IT Solutions personnel Investigate and resolve application problems Address operational system issues including installing applications and troubleshooting application and system resource-based issues Analyze system logs and identify potential issues and troubleshoot for quick resolution Provide end to end support for Servers/networks, applications, and operating systems, handheld devices Experience in Active Directory, DNS, and DHCP will be an added advantage Desired Candidate Profile Professional communication skills with the ability to communicate effectively to a diverse audience Effective time management skills and attention to detail and accuracy Ability to identify opportunities for process improvements Ability and willingness to work in a large 24*7*365 Service Desk environment Exposure to call routing software and ITSM toolsets preferable (Candidate needs to have experience in working tickets on Service Now(Preferred)) Desirable B.Tech/B.E /BCA/MCA. ITIL certification IT Infrastructure Library (ITIL) certification at a foundation level (preferred not mandatory) Sufficiently IT literate to make effective use of the applications and systems required to be an effective Service Desk Team Agent Retail domain knowledge is an added advantage. Interview rounds: 1. HR Screening Round 2. VNA Round 3. OPS Round Kindly share your resume before contacting the below number Please mention your location while sharing cv Phone number/Whatsapp- 8115242149 (Archil Rathore) Mail :- AR00824296@TECHMAHINDRA.COM