ITSM Junior Executive

Teceze India; Chennai District; Hybrid; INR 200,000 - 280,000; Full time

Job summary

Teceze India is seeking an ITSM Support Analyst to monitor incidents, manage tickets, and coordinate with Service Delivery teams across regional hubs. The role emphasizes timely ticket updates, accurate documentation, and regular reporting.

The ideal candidate has 1–2 years in ITSM, knowledge of ITIL concepts, and proficiency with ticketing tools and Excel reporting. Collaboration with global teams and a proactive attitude are essential.

Qualifications

• 1–2 years of experience in IT Service Management, IT support or service desk.
• Basic understanding of ITSM/ITIL concepts.
• Experience with ticketing or ITSM tools.
• Good analytical and problem-solving skills.
• Good written and verbal communication skills.
• Strong follow-up and coordination skills.
• Good attention to detail and ability to maintain accurate records.
• Ability to work with multiple teams and manage several tasks simultaneously.
• Good knowledge of MS Excel and reporting is preferred.

Responsibilities

• Monitor and track incidents, service requests and other ITSM tickets.
• Review open, pending and overdue tickets and follow up with respective teams.
• Ensure tickets are updated with the required information and progressed within agreed timelines.
• Track ticket ageing and identify tickets requiring immediate attention.
• Support timely ticket closure and ensure proper documentation.
• Coordinate with Service Delivery Coordinators (SDCs) and Service Delivery Managers (SDMs) for ticket updates and closure.
• Follow up with technical and support teams on outstanding actions.
• Coordinate across teams in EMEA and APAC to obtain ticket updates and resolve pending actions.
• Escalate delayed or ageing tickets to the ITSM Lead/Manager where required.
• Prepare daily, weekly and monthly ITSM ticket status reports.
• Analyse ticket volumes, ageing, pending tickets and closure trends.
• Maintain trackers and dashboards as required.
• Highlight SLA risks, overdue tickets and recurring issues to the ITSM Lead/Manager.
• Support preparation of customer and management reports.
• Maintain ITSM process documentation and operational trackers.
• Support the ITSM team in maintaining accurate records and reports.
• Assist with ITSM audits, governance activities and compliance requirements.
• Support process improvement initiatives and other ITSM activities as assigned.

Skills

1–2 years ITSM experience

ITSM concepts

Analytical skills

Written and verbal communication

Follow-up and coordination

Detail-oriented

Education

ITIL Foundation certification

Tools

ServiceNow

BMC Remedy

Jira Service Management

Job description

• Monitor and track incidents, service requests and other ITSM tickets.
• Review open, pending and overdue tickets and follow up with respective teams.
• Ensure tickets are updated with the required information and progressed within agreed timelines.
• Track ticket ageing and identify tickets requiring immediate attention.
• Support timely ticket closure and ensure proper documentation.

Coordination

• Coordinate with Service Delivery Coordinators (SDCs) and Service Delivery Managers (SDMs) for ticket updates and closure.
• Follow up with technical and support teams on outstanding actions.
• Coordinate across teams in EMEA and APAC to obtain ticket updates and resolve pending actions.
• Escalate delayed or ageing tickets to the ITSM Lead/Manager where required.

Reporting & Analysis

• Prepare daily, weekly and monthly ITSM ticket status reports.
• Analyse ticket volumes, ageing, pending tickets and closure trends.
• Maintain trackers and dashboards as required.
• Highlight SLA risks, overdue tickets and recurring issues to the ITSM Lead/Manager.
• Support preparation of customer and management reports.

ITSM Support & Documentation

• Maintain ITSM process documentation and operational trackers.
• Support the ITSM team in maintaining accurate records and reports.
• Assist with ITSM audits, governance activities and compliance requirements.
• Support process improvement initiatives and other ITSM activities as assigned.

Required Skills & Experience

• 1–2 years of experience in IT Service Management, IT support, service desk or a similar role.
• Basic understanding of ITSM / ITIL concepts.
• Experience working with ticketing or ITSM tools.
• Good analytical and problem-solving skills.
• Good written and verbal communication skills.
• Strong follow-up and coordination skills.
• Good attention to detail and ability to maintain accurate records.
• Ability to work with multiple teams and manage several tasks simultaneously.
• Good knowledge of MS Excel and reporting is preferred.

Preferred Qualifications

• ITIL Foundation certification is an advantage.
• Experience with tools such as ServiceNow, BMC Remedy, Jira Service Management or similar ITSM platforms is preferred.
• Experience working with geographically distributed teams is an advantage.