Add office photos
All Filters
1 Derisk360 Job
Support Specialist ServiceNow Ticket Triaging
5-8 years
Kolkata, Mumbai, New Delhi + 4 more
1 vacancy
Support Specialist ServiceNow Ticket Triaging
Derisk360
posted 8d 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
Read full job description What people at Derisk360 are saying
Derisk360 Benefits
View more benefits
Compare Derisk360 with
KPMG India
Compare
Deloitte
Compare
PwC
Compare
Ernst & Young
Compare
Protiviti
Compare
Control Risks
Compare
Marsh
Compare
Aon
Compare
BDO
Compare
Grant Thornton
Compare
TCS
Compare
Accenture
Compare
Wipro
Compare
Cognizant
Compare
Capgemini
Compare
HDFC Bank
Compare
ICICI Bank
Compare
Infosys
Compare
HCLTech
Compare
Tech Mahindra
Compare
Similar Jobs for you
Support Specialist ServiceNow Ticket Triaging
5-8 Yrs
Kolkata, Mumbai, New Delhi +4 more
Share an Interview