IT Service Desk Engineer

Role Objective :

Ensure effective ticket lifecycle management zero backlog strict SLA adherence and change governance through structured queue management hygiene checks and operational coordination.

Key Responsibilities :

1 Backlog Ticket Queue Management Monitor and manage ticket queues Incidents SRs SCTASKs to ensure zero backlog and controlled ageing Track SLA breaches and enforce timely closures with accountability Identify backlog drivers On Hold dependency incorrect assignment and drive resolution Publish backlog reports with clear action plans and ownership 2 Ticket Hygiene SLA Compliance Ensure adherence to ticket hygiene standards correct categorization assignment priority timestamps Drive SLA compliance across response and resolution timelines Conduct periodic hygiene audits and enforce corrective actions 3 Timely Ticket Updates Ownership Control Ensure tickets have clear meaningful updates with next steps and ETAs Enforce ownership accountability for each ticket Minimize reassignment through correct initial routing 4 Change Ticket Reviews Governance Review change requests for Documentation completeness Risk assessment business justification CAB approval compliance Identify and escalate noncompliant changes 5 CTASK PIR Closure Management Ensure timely closure of CTASKs post implementation Track and enforce PIR completion with quality insights Prevent overdue closures via proactive tracking 6 RCA Management Ensure RCA completion within SLA timelines Validate RCA quality root cause corrective preventive actions Drive reduction of repeat incidents through trend analysis 7 Operational Coordination Call Governance Coordinate and anchor scheduled technical calls Ensure zero missed calls and proper participation Track action items and ensure closure with ownership 8 Shift Handover Leadership Lead structured shift handover process ensuring Complete visibility of activecritical tickets Clear ownership transfer and priorities Maintain standardized handover documentation 9 Reporting Ticket Audits Create and maintain ServiceNow dashboards and reports for ticket tracking and analysis Prepare reports on Backlog ageing SLA compliance Ticket trends Perform ticket audits to ensure hygiene process compliance and data accuracy Identify improvement opportunities and drive better audit outcomes Use Excel for KPI tracking analysis and management reporting Key Skills Competencies Strong understanding of ITSM processes Incident Change Problem Management Expertise in ServiceNow and ticketingreporting tools Strong Excel and data analysis capabilities reporting trend analysis Focus on process governance compliance and audit readiness Strong stakeholder communication and coordination skills Ability to drive accountability and operational discipline Work Profile Work from Office Mumbai Pune Shift 24x7 Key KPIs Success Metrics Backlog volume target minimalzero ageing backlog SLA compliance Response Resolution Ticket hygiene audit score CTASK PIR adherence RCA completion timelines Reduction in ticket ageing and reassignments Skills Mandatory Skills : Servicedesk

experience 7 working at a client of randstad india

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