Job Requirements-
Proven experience working as a Service Desk / IT Support Analyst handling Service Requests in an ITSM environment.
Strong hands on experience with ServiceNow (or similar ITSM tools) for request creation, tracking, and closure.
Good understanding of ITIL processes, with a clear focus on Request Fulfilment.
Excellent written and verbal communication skills to interact professionally with client end users.
Ability to accurately categorize, prioritize, and assign service requests as per defined SOPs.
Experience in following standard operating procedures (SOPs) and using knowledge articles (KBs) for fulfilment.
Basic technical understanding of common service requests such as user access, password resets, software installation, and asset requests.
Strong awareness of SLA commitments and ability to manage requests within defined timelines.
Good documentation skills with attention to ticket quality, completeness, and audit compliance.
Ability to work in a process driven, client facing environment with a strong customer service mindset.
Associate should be flexible to work in 24X7 environment as per the shift roster including Weekend.
Key Responsibilities-
Receive, log, and manage Service Requests from client users using ServiceNow or the approved ITSM tool.
Fulfil service requests by strictly following approved SOPs, workflows, and knowledge articles.
Ensure accurate documentation of all request activities, updates, approvals, and closures.
Communicate request status, progress, and completion clearly and professionally to end users.
Monitor and manage assigned requests to ensure SLA adherence and timely resolution.
Identify requests requiring escalation and route them to the appropriate resolver groups as per process.
Maintain compliance with client policies, audit requirements, and service governance standards.
