Associate IT Support Specialist (Helpdesk ServiceNow)

Job ID: 40414 | Location: Airoli, Maharashtra, India

To ensure seamless IT support and operational continuity by efficiently managing service requests, driving resolution in line with SLAs, collaborating with global teams, and enhancing service delivery through data-driven insights, vendor management, and proactive process improvements

Responsibilities

• Handle IT support requests through phone, email, or ticketing system.
• Install and update software, ensuring systems remain secure and up-to-date.
• Coordinate with field engineers to resolve issues promptly and within SLA timelines.
• Collaborate with Local and Global IT teams for seamless issue resolution.
• Monitor SLA adherence, ensuring timely assignment and first response to all tickets.
• Analyze ticket trends to identify recurring issues and drive process improvements.
• Investigate high-volume ticket categories, address root causes, and recommend preventive solutions.
• Oversee vendor lifecycle management—from onboarding to renewal or exit.
• Track vendor performance and ensure compliance with agreed SLAs.
• Assist in IT budget planning, forecasting, and managing invoice/billing processes.
  
  

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 4+ years of experience in IT helpdesk support (hardware, software, desktop).
• Hands-on experience with ServiceNow (ticketing tool).
• Strong analytical and strategic thinking to identify trends and improve services.
• Proven skills in stakeholder management and cross-functional collaboration.
• Experience in procurement and vendor management.
• Ability to interpret ticket data and drive continuous service improvements.
• Proactive, self-driven, and able to manage priorities independently.
• Strong sense of ownership and accountability for helpdesk outcomes.
  
  

Our Offer

Company Culture

• Be part of an amazing team, who will be there to support you.
• A forward-looking company, with a culture of innovation and a strong portfolio in sustainable technologies.
• Ongoing Professional Development Opportunities
• Inclusive Work Environment
• Approachable Leadership
• Long term growth opportunity
• Work-Life Balance
• Speak Up Culture
• Women's Inclusion Network of Clariant (WIN)
  
  

Benefits

• Hybrid Work Model- 3 days in office and 2 days remote
• Child Day Care facility fully sponsored by Clariant
• In-house Cafeteria & Subsidized meals
• 30 Days Annual Paid Leaves
• Clariant-Sponsored Annual Health Check-Up
• Centralized Company Transport for Designated Routes (Regular shift)
• Employee Wellbeing & Assistance Program
• Group Medical Insurance, Group Personal Accident Insurance and Life Insurance
• Maternity & Parental leave policies
• Performance-Based Competitive Annual Bonus Plan
• On-Site Medical Assistance for Employees: Doctor Visits Available Three Days a Week with a Medical Attendant Present Five Days a Week in the Medical Room.
  
  

Your Contact

Alka Sharma

Clariant is a Swiss-based global specialty chemicals company, which is concentrated and developed in three business units: Care Chemicals, Catalysts and Adsorbents & Additives. Our purpose as a company is reflected in our tagline "Greater chemistry - between people and planet", which considers the principles of customer, innovation and people orientation, as well as a focus on creating solutions to foster sustainability in different industries by offering high-value and high-performance chemical specialties.

At Clariant, we believe that diversity, equity and inclusion are essential to our success. We strive to cultivate a workplace where all employees feel welcomed, respected, supported, and valued. Our diverse workforce allows us to tap into a wealth of perspectives, experiences, and capabilities that drive innovation. We are committed to ensuring equal opportunities for professional growth and advancement across all levels of the organization, based on objective criteria and regardless of gender, gender identity, race, ethnicity, religion, protected veteran status ,age, disability, sexual orientation or other aspects of diversity in accordance with the relevant governing laws. By bringing together talented individuals with diverse backgrounds and viewpoints, we gain the agility to meet the evolving needs of our global customers and communities. Join our team to help advance our mission of fostering a culture of belonging where everyone can thrive.

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