14 Itsm Ticketing Jobs

Job Description Form Position :IT -Global Service Desk Location : Pune GENERAL DESCRIPTION Answering tickets from internal users logged via ITSM tool and telephone with regards to the issue or request they have raised. Ensure incidents and requests are accurately categorized, logged, assigned, tracked, and responded to in a timely manner, in line with agreed SLAs, provision of timely communications and maintenance of ownership until closure. Collaboration with various teams & stakeholders. Identify service improvement opportunities along with the leads. Further development and maintenance of existing knowledge database. Participates in assigned projects. Flexible working on weekend, which would be on rotational basis within the team. Thinking out of the box solutions for issues raised by the customer. ITIL3/4 foundation certificate is good to have Passion to learn new concepts, technologies and processes WORK EXPERIENCE REQUIREMENTS Must be Fluent written and spoken German (minimum B2) and English. Should be a Graduate or equivalent degree. Minimum 3 years proven experience in a service desk / customer service role Good troubleshooting skills in M365 office apps, Microsoft Windows, internet browsers, PCs, laptops, basic networking, and active directory Knowledge of BMC helix ticketing tool system Excellent communication skills Customer focused and results oriented. Ability to work alone or as a member of a team. Readiness to work on shift working pattern and weekend basis. Responsible and organized. Logical thinker Passion to learn new concepts, technologies, and processes.

We are hiring for Immediate joiners for Help Desk Manager Role. Request to share your profile at Sowmyaj@hexaware.com Location: Mumbai, Pune, Chennai, Noida, Bangalore Experience: 5 - 6+ years Shift: Night Shift Key Responsibilities: Manage and lead a team of remote helpdesk support agents. Oversee the daily operations of the helpdesk, ensuring efficient and effective resolution of customer issues. Develop and implement helpdesk policies, procedures, and best practices. Monitor and analyze helpdesk performance metrics to identify areas for improvement. Provide training, coaching, and mentoring to helpdesk staff. Handle escalated customer issues and ensure timely resolution. Collaborate with other departments to address and resolve technical issues. Maintain up-to-date knowledge of IT operational and security technologies. Prepare and present regular reports on helpdesk performance to senior management. Perform additional duties as assigned by management. EXPERIENCE 5+ years Experience in IT Helpdesk related role or equivalent combination of experience. 3+ years Management or relevant experience (US Based/UK Based Technical Support Process) Experience with Microsoft 365 administration. Experience with supporting Microsoft enterprise environment Proficiency in managing Azure Active Directory (Azure AD). Knowledge of ticketing systems. Proficiency with ITSM software and remote troubleshooting tools. Skill Set Required: Strong technical knowledge and troubleshooting skills. Excellent leadership and team management abilities. Exceptional customer service and communication skills. Ability to work effectively in a remote environment. Strong analytical and problem-solving skills.

Key Responsibilities: Asset Tracking and Management: Maintaining an accurate inventory of all IT assets, including hardware, software, and related agreements. Lifecycle Management: Managing the entire lifecycle of IT assets, from procurement to retirement, including tracking, maintenance, and upgrades. Licensing and Compliance: Ensuring that all software assets are properly licensed and that the organization is compliant with licensing agreements. Cost Optimization: Identifying opportunities to optimize asset utilization, reduce costs, and minimize waste. Vendor Management: Working with vendors for procurement, maintenance, and support of IT assets. Policy and Procedure Development: Developing and implementing asset management policies and procedures to ensure efficient and effective management of IT assets. Reporting and Analysis: Providing regular reports on asset inventory, utilization, and compliance to management. Collaboration: Working with various teams (IT, procurement, finance, etc.) to align asset management with business goals. Skills and Qualifications: Technical Proficiency: Understanding of IT hardware and software, including knowledge of asset management tools and systems. Organizational Skills: Ability to manage a large inventory of assets and maintain accurate records. Analytical Skills: Ability to analyze data, identify trends, and make recommendations for asset optimization. Communication Skills: Ability to communicate effectively with various stakeholders, including vendors, IT staff, and management. Financial Acumen: Understanding of IT costs, budgeting, and financial management. Problem-Solving Skills: Ability to identify and resolve asset-related issues. Education and Experience: A bachelor's degree in a related field (e.g., computer science, information technology) is generally required. Industry certifications in IT Asset Management (e.g., from IAM or IAITAM) are often preferred. Experience in IT asset management or a related field is typically required.

Senior Analyst 1(Level 1.5 Support) About the Role We are looking for a highly skilled and customer-focused Tier 1.5 Support Engineer to join our IT Service Desk team. The Tier 1.5 Engineer is responsible for handling advanced support issues, resolving escalated technical problems, and serving as the point of contact between Tier 1 support and specialized IT teams. This role requires strong troubleshooting capabilities, excellent communication, and a deep understanding of IT infrastructure and end-user technologies Our Team culture: Work environment, which is collaborative and driven by Learning, Attention to details & Empathy towards customer Empowering & Enabling individuals and teams to realize their full potential. Focus on outcomes, solving our users pain points & predictable delivery Data driven decision making on vision & roadmap of IT Service Desk. What will you be responsible for: The ideal candidate will have a blend of technical, process & operational skills in service desk management, operations, customer interactions, call handling. The candidate should be skilled at applying her/ his experience with a focus on problem solving, supporting systems, operational excellence, service quality, reduction of manual toil with focus on End User experience. Candidate should be highly collaborative and has good working experience in Global operating setups. Customer Service : Personal responsibility for customer satisfaction. Professionally represents the Face and Voice of IT in difficult situations, consistently strives to listen, understand, and support the needs of others in a sensitive manner. Quality : Performs challenging tasks efficiently and effectively. Anticipates problems and takes corrective action prior to completing the task. Sets challenging objectives and works against self-defined standards of excellence to continually improve personal performance. Problem Solving : Strong attention to detail and outstanding analytical skills. Collaboration : Ability to work effectively to build relationships with colleagues, customers, and management through positive interaction. Flexibility and response to change : Proven ability to organize multiple efforts and to respond to shifting priorities. Demonstrated ability to study, understand, adapt, and respond effectively to a constantly changing environment. Communications : Listens with sensitivity and openness. Actively seeks constructive feedback and remains open and receptive to it. Anticipates the information needs of others. Proven skills in communicating with clinical and technical customers. What would your day look like? Handle incidents and service requests escalated from Tier 1 support via ITSM tools (e.g., ServiceNow) Troubleshoot and resolve hardware, software, and network issues for end users. Provide support for Windows/Mac OS, Microsoft 365, VPN, printers, mobile devices, and collaboration tools. Identify area of opportunity for latest Knowledge Articles towards enhanced FCR and supportability. Ensure production solutions are reliable, secure, and effective and that implemented solutions are continuously monitored and documented. Look for opportunities to Left Shift and Right Shift tickets to reduce overall customer pain points, manual toil, and cost per ticket. Execute operational excellence, tracking metrics and KPIs to drive governance, quality, and efficiency. Influence and improve existing processes through innovative behaviors and effective change management. Perform Data Quality Audit on Incident logging. Suggest required changes towards deriving incident patterns and trends. Perform monthly Incident Pattern and Theme analysis . Execute opportunities and drive automation to improve KPIs on ticket reduction, ticket cycle time and resolution rate. Perform administrative tasks and troubleshooting in the following environments including Citrix, Active Directory, Single Sign-On services, E-mail Exchange, Patient electronic health records and other applications as needed. Support Active Directory tasks: password resets, user account management, group policy troubleshooting. Manage remote access and connectivity issues (e.g., Citrix, VPN, RDP). Perform root cause analysis for recurring issues and document resolutions. Escalate unresolved incidents to Tier 3 or specialized teams with detailed documentation. Follow ITIL best practices for incident, problem, and change management. Support software deployments, updates, patching, and imaging of systems. Who are we looking for? 2-5 years of Industry experience in Service Management, Service Operations, IT Service Desk Operations Good Communications skills (Fluent English) Flexibility to work in 24*7 work environment ITIL v4 Foundation certification (Preferred) Required Skills: MS Outlook, Word, Excel, Internet, Power BI, SQL Experience with Active Directory, Exchange Online, and ITSM ticketing tools. BE/B-Tech or Equivalent degree.

Managing production incidents to resolution with standard incident management processes. Conducting the training sessions across the teams/new joiners Planning and organization & working well with Virtual Team Experience in helpdesk environment. Required Candidate profile Proficiency in tools like ServiceNow. Preferably ITIL certified professional Strong analytical, communication, presentation and reporting skills Kindly Share Resume On Whatsapp 9279264094 (Ganesh)

About the organization Incorporated in Jul 2022, State Bank Operations Support Services is a wholly owned subsidiary of SBI for providing Operations Support Services to SBI. Description of Role Providing support to FOS through calls/ emails, register cases in ITSM and allocate technical tickets to SME's and track to closure Role & responsibilities Serve as the first point of contact for business users via the Helpdesk Call Center and Support Email channels. -Respond promptly to incoming support requests (calls and emails) from internal users regarding technical issues. -Log and categorize newly reported tickets accurately within the ITSM system based on the nature of the issue. -Perform initial troubleshooting for basic software, hardware, and network-related problems; escalate to relevant teams as required. -Download and review aging reports regularly to ensure that all open and closed tickets are appropriately categorized. Analyze ticket details to determine appropriate priority levels, and assign tickets to respective team members for resolution. -If ticket information is incomplete, communicate with the requester to gather the required details and place the ticket on hold until a response is received. -Upon receiving sufficient information, proceed with issue resolution and provide timely updates to the requester via the ITSM platform. -Guide users with step-by-step instructions to assist in resolving common technical problems or to help them access systems Preferred candidate profile Good Communication Service management Well versed with excel, application management and ticketing tool

We have opened a position for a contractor to be hired for Major Incident Manager position (atleast >= 3 years in Incident Manager role). Contractor JC:76566 Attaching JD for the requirement and as mentioned this opening is for immediate fulfilment, candidate must be open to WFO and in a rotational shift 24*7*365 days at Hyderabad or Bangalore AMD location (preferably Hyderabad). ROLEMajor Incident Manager ShiftShould be comfortable with 24*7 working environment ExperienceAtleast 3 years of experience in handling Major Incident or in a similar role. LocationHyderabad/Bangalore Skill Set: ITIL Framework Knowledge Excellent Communication Skills Client Interaction Experience Basic understanding on Technology/ Applications Architectures Knowledge on Reporting Familiarity with ServiceNow Tool ITIL certified (Preferred) Working knowledge of ITSM ticketing tools. Superior writing skills. Role Description: The role needs experienced associates who can primarily work on Major Incident Management Process. Incident Management Process/ Major Incident Manager Roles and Responsibilities Good Knowledge in Incident life cycle from incident identification till incident closure. Handling high priority incidents (P1 & P2) and coordinating with the respective teams as per escalation matrix. Coordinating incident bridge calls for quick and prompt resolutions. Prioritizing the Incidents based ion the impact and urgency. Escalating any issues to the management team to ensure progress and resolution of P1 and P2 incidents. Providing the workaround and restoring business within minimum impact resolving the alerts as per their priority. Manage and monitor the tickets & Coordinate with vendor. Have intermediate hands-on problem and change management process. Contact the internal helpdesks for any issues relating to the helpdesk To Free Numbers. Coordinate with that respective technical teams to get the updates on P1/P2. Review and acting on P1/P2 incident management report as required. Monitor the unassigned and reassigned P1 & P2 incidents and taking appropriate action. Identify, initiate, schedule and conduct incident reviews. Validate and correct as required the ticket category, subcategory, and service. Assist the reassignment of misdirected P1 and P2 incident. Maintaining all KPIs required for business and continuous improvement. Attending weekly call with customers and keep updating all priority incidents of whole week. B2 - 4 -6 yrs Location - Hyd & bangalore CBR - 100K KEY S AND COMPETENCIES Excellent people management and operational skills Ability to interact with all levels of the Customer and IT provider organization Good presentational skills Effective communication skills Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business issues ITIL Foundation Level Training or knowledge required, preferred ITIL SO intermediate certification 5-8 years of experience in IT Service Management Mandatory Skills: ITIL Incident Mgmt. Experience3-5 Years.

-Major Incident Manager-B2 Shift Should be comfortable with 24*7 working environment Experience Atleast 3 years of experience in handling Major Incident or in a similar role. Location Hyderabad/Bangalore Skill Set : ITIL Framework Knowledge Excellent Communication Skills Client Interaction Experience Basic understanding on Technology/ Applications Architectures Knowledge on Reporting Familiarity with ServiceNow Tool ITIL certified (Preferred) Working knowledge of ITSM ticketing tools. Superior writing skills. Role Description: The role needs experienced associates who can primarily work on Major Incident Management Process. Incident Management Process/ Major Incident Manager Roles and Responsibilities Good Knowledge in Incident life cycle from incident identification till incident closure. Handling high priority incidents (P1 & P2) and coordinating with the respective teams as per escalation matrix. Coordinating incident bridge calls for quick and prompt resolutions. Prioritizing the Incidents based ion the impact and urgency. Escalating any issues to the management team to ensure progress and resolution of P1 and P2 incidents. Providing the workaround and restoring business within minimum impact resolving the alerts as per their priority. Manage and monitor the tickets & Coordinate with vendor. Have intermediate hands-on problem and change management process. Contact the internal helpdesks for any issues relating to the helpdesk To Free Numbers. Coordinate with that respective technical teams to get the updates on P1/P2. Review and acting on P1/P2 incident management report as required. Monitor the unassigned and reassigned P1 & P2 incidents and taking appropriate action. Identify, initiate, schedule and conduct incident reviews. Validate and correct as required the ticket category, subcategory, and service. Assist the reassignment of misdirected P1 and P2 incident. Maintaining all KPIs required for business and continuous improvement. Attending weekly call with customers and keep updating all priority incidents of whole week. Mandatory Skills: ITIL Incident Mgmt. Experience3-5 Years.

7 years - Immediate joiners & Serving Notice period Can join within 30 Days ITSM & Ticketing tools Incident management and problem resolution Service Operations & IT Support Support Operations with L1/L2 support & Incident Management Required Candidate profile ITIL Foundation, SAAS Support & Management, ITSM Tools, ServiceNow, Jira Service , Power Automate, Zapier, Iseazy, Qualtrics, GotIt, WeVideo, Monday.com, Accolade, Miro, LucidChart

NIIT is looking for Associate Technical Consultant- Technical support 5 days working from Office, Gurgaon Salary + Night shift allowances + Both side cab Cabs facility both side for hiring zone areas. Rotational Shift including night shift. 18 months of Surety Bond (For Stability). SAP knowledge will be preferred. Roles and Responsibilities Provide technical support to clients through phone, email, or chat. Troubleshoot and resolve technical issues related to software applications, hardware devices, and network connectivity. Maintain accurate records of customer interactions using CRM software. Meet performance targets for quality metrics such as first-call resolution rate, average handling time, and customer satisfaction. Desired Candidate Profile 3-6 years of experience in Technical BPO/Call Centre environment with a focus on international voice processes (blended). Bachelor's degree in Technical Specialization (BCA/B.Tech/B.E.). Strong communication skills with excellent verbal and written English proficiency. Ability to work rotational shifts including night shifts. Please share your cv at srishti.8.gupta@niitmts.com

Hiring: NOC Operations Engineer | Location: Noida (Hybrid) | Candidates must be open to rotational shifts . We are looking for professionals with 25 years of experience in network/server monitoring and IT infrastructure support . Key skills: LogicMonitor, Dynatrace, AWS CloudWatch, Excel, ticketing tools, basic networking(TCP/IP, DNS, VPN) . Responsibilities include real-time system monitoring, incident detection, basic troubleshooting, log analysis , and collaboration with internal teams/vendors to ensure system uptime. Work with a US-based global IT services firm with presence in 10 countries.

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.