TECEZE
Website:
teceze.com
Job details:
Key Responsibilities:
Ticket Monitoring & Management
- 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.
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