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Senior Administrator
HCLTech
Senior · 2–5 yrs
Not specified
Chennai, Tamil Nadu, India
Job description
Backend Engineering
Technology
Senior · 2–5 yrs
## Job Description Job Summary ITSM & GLPI Position Title\\\\r\\\\nIT Service Management (ITSM) Analyst\\\\r\\\\nJob Summary\\\\r\\\\nThe ITSM Analyst is responsible for supporting and improving IT Service Management processes in alignment with ITIL best practices. The role focuses on monitoring service performance, managing incidents, changes, problems, service requests, and ensuring adherence to SLAs while driving continual service improvement initiatives.\\\\r\\\\nKey Responsibilities\\\\r\\\…
Skills
Primary
Secondary
Responsibilities
Monitor incident queues and ensure timely resolution
Support Root Cause Analysis (RCA) activities
Review and validate change requests for completeness
Monitor service request fulfillment against SLAs
Generate daily, weekly, and monthly ITSM reports
Ensure adherence to ITIL processes and organizational standards
Identify process improvement opportunities
Perform root cause analysis and implement solutions
Update and manage the Knowledge Base
Collaborate with cross-functional support teams