Information Technology Service Management Analyst

About TECEZE:

TECEZE is a global Managed Services and IT Solutions provider, delivering end-to-end technology services across Infrastructure, Networks, Cybersecurity, Cloud, and End User Computing. We support customers across the USA, UK, and Europe, ensuring high-availability and secure IT operations.

Key Responsibilities:

1. ServiceNow / ITSM Tool Support

• Assist in managing the ITSM platform (e.g., ServiceNow) for incident, request, and problem tickets
• Ensure tickets are properly logged, categorized, and updated
• Support basic workflow processes and follow ITIL guidelines
• Help maintain system data accuracy and assist in report generation

2. Ticket & SLA Support

• Monitor assigned tickets and ensure timely resolution within SLA timelines
• Escalate critical or delayed tickets to senior team members
• Assist in tracking ticket status, backlog, and resolution updates
• Support preparation of basic reports and dashboards

3. Team & Operational Support

• Work closely with senior engineers and team leads to manage daily ticket queues
• Assist in handling workload distribution and prioritization
• Follow defined SOPs and ensure service quality standards are met

4. Stakeholder Communication

• Provide regular updates to users on ticket status
• Communicate effectively with internal teams for issue resolution
• Escalate issues when required in a timely manner

5. Knowledge & Documentation

• Update knowledge base articles and troubleshooting guides
• Document common issues and resolutions for future reference
• Assist in maintaining IT documentation and SOPs

6. Continuous Learning & Improvement

• Learn and follow ITIL-based processes
• Participate in training sessions and skill development
• Support process improvement initiatives under guidance

Required Skills & Qualifications

• Bachelors degree in IT, Computer Science, or related field
• 02 years of experience (freshers can also apply)
• Basic understanding of ITSM tools (ServiceNow preferred)
• Knowledge of incident management and ticketing systems
• Familiarity with ITIL concepts (basic level)
• Good communication and problem-solving skills
• Willingness to learn and adapt in a fast-paced environment

Preferred Skills (Good to Have)

• Basic knowledge of networking, Windows, or IT support
• Exposure to ServiceNow or similar tools (BMC Remedy, etc.)
• ITIL Foundation certification (mandatory)