IT Service Desk Engineer

Randstad·Mumbai

Pay not statedJunior levelFull-time

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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
Any graduate

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