Handling Service Now tickets incidents and requests by properly analyzing the details and taking appropriate action.
Ensuring that incidents and requests are resolved above SLA with a min of 96 Extracting data from the asset database and Service Now tool and preparing timely accurate reports.
Preparing and maintaining detailed process documentation as and when required and updating the same regularly Assisting depot tech in getting in touch with other resolving teams as part of provisioning.
Highlighting outages to incident management which hampers teams’ productivity and daily business Not needed to Attend weekly conference calls meetings with various teams to provide provisioning reclaim status.
Experience handling tickets on a Ticket Management tool BMC Remedy HP IT Service Manager Service Now or any of the recognized ticketing systems.
Knowledge of asset management is an added advantage Understanding of the IT Service Management concepts such as SLA OLA etc.
Excellent knowledge and experience in MS Excel analysis and reporting with the use of formulas functions etc.
Excellent verbal and written communication skills as the job role involves closely coordinating with the onshore teams clients and users based in the UK and North America daily Should be able to prioritize tasks based on the impact and urgency.
Mandatory requirement to work rotational shifts North South America time zones Must work IST night shifts.
Take complete ownership of the task at hand and adhere to agreed timelines Willingness to learn and innovate to improve process efficiency
Service Now tickets incidents.
Ticket Management tool BMC Remedy HP IT Service Manager Service Now