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12 Derisk360 Jobs
Support Specialist ServiceNow Ticket Triaging
5-8 years
Kolkata, Mumbai, New Delhi + 4 more
1 vacancy
Support Specialist ServiceNow Ticket Triaging
Derisk360
posted 1mon ago
Job Role Insights
Key skills for the job
Job Description
- Monitor and manage incoming ServiceNow tickets, ensuring prompt acknowledgment and action.
- Categorize and prioritize tickets based on urgency and impact.
- Perform an initial assessment of issues, gathering sufficient information for efficient L2 team resolution.
- Assign tickets to the appropriate L2 teams based on issue type (e.g., desktop, laptop, server, or network).
- Escalate critical incidents following established escalation protocols.
- Ensure all required ticket fields and details are accurately populated for effective resolution.
- Provide clear and timely updates to end-users on ticket status and escalation steps.
- Maintain a professional and customer-focused approach in all interactions.
- Log recurring issues or patterns in tickets for further analysis by L2 and IT teams.
- Document triaging processes to enhance efficiency and ticket-handling quality.
- Partner with L2 teams to clarify ticket details and provide additional information as needed.
- Participate in regular meetings to review ticket-handling metrics and identify areas for improvement.
- Bachelor s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Familiarity with IT Service Management (ITSM) tools, preferably ServiceNow.
- Basic understanding of IT systems, including desktops, laptops, servers, and networking concepts.
- Strong problem-solving and analytical skills for effective triaging.
- Excellent verbal and written communication skills.
- Customer-focused attitude with the ability to handle high-pressure situations.
- ITIL Foundation certification or equivalent.
- Previous experience in an IT support or helpdesk role.
- Knowledge of escalation procedures and SLA management.
Employment Type: Full Time, Permanent
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