IT Service Desk Engineer
MumbaiFull-timeJunior levelPosted today
IT support role at Randstad in Mumbai.
About the role
Ensure effective ticket lifecycle management zero backlog strict SLA adherence and change governance through structured queue management hygiene checks and operational coordination.
What you'll do
- 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
What you need
- ServiceNow
- Root cause analysis