Information Technology Service Management Analyst
- Monitor and manage incoming tickets in ticketing queues (incidents, service requests, onboarding/offboarding)
- Perform initial triage and categorization based on predefined workflows
- Assign and route tickets to appropriate teams (Security, Cloud, GRC, etc.)
- Ensure all tickets meet SLA response and resolution timelines
- Execute standard operating procedures (SOPs) for common requests:
- Password resets
- Access provisioning/deprovisioning (based on approved requests)
- Basic troubleshooting using runbooks
- Escalate issues outside defined playbooks to L2/L3 teams
- Follow established ITIL-based workflows for incident, request, and change tracking
- Maintain accurate ticket notes, status updates, and closure summaries
- Ensure proper tagging, categorization, and audit-ready documentation
- Provide clear, professional updates to internal teams and clients via ticket comments or email
- Avoid repeat questions by reviewing ticket history and context before responding
- Maintain a consistent, service-oriented tone
- Track ticket queues to prevent backlog buildup
- Identify and flag SLA risks or bottlenecks to leadership
- Support reporting on ticket volume, resolution time, and trends
- 1–2 years of experience in IT support, help desk, or ITSM operations
- Familiarity with ticketing systems (preferably Freshservice or similar platforms like ServiceNow, Zendesk, etc.)
- Basic understanding of:
- User account management (e.g., Microsoft 365, Okta, or similar)
- IT support workflows and escalation paths
- Exposure to ITIL concepts (Incident, Request, Change Management)
- Experience working in a multi-client or MSP/MSSP environment
- Basic knowledge of SaaS tools and identity systems (SAML/SCIM is a plus, not required)
- Career Development: Clear path with mentorship and training opportunities.
- Competitive Compensation: A competitive base salary with regular performance reviews linked to merit-based appraisals and bonus opportunities.
- Growth Opportunity: Early-stage company with significant room for career advancement.
- Remote-First Culture: Flexibility to work from anywhere while collaborating with a global team.
- Reliable high-speed internet connection.
- Quiet, professional home office setup.
- Must be amenable to work US Eastern Time zone hours.
- Fluency in written and verbal English communication skills.
Workstreet Is An Equal Opportunity Employer