ITSM Junior Executive

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.