Information Technology Service Management Analyst

Workstreet
India
Workplace: RemoteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Detail-oriented","Professional communication","Documentation","Ticket triage","Service orientation"]

Support day-to-day IT service operations by managing and triaging inbound tickets in Freshservice, ensuring SLA adherence and audit-ready documentation. Handle common L1 requests such as password resets and access provisioning/deprovisioning using SOPs and runbooks, and escalate issues outside playbooks to L2/L3 teams. Monitor queue health, flag SLA bottlenecks, and provide clear updates to internal teams and clients.

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FursaFursa
Workstreet
Workstreet
3 days ago

Information Technology Service Management Analyst

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Support day-to-day IT service operations by managing and triaging inbound tickets in Freshservice, ensuring SLA adherence and audit-ready documentation. Handle common L1 requests such as password resets and access provisioning/deprovisioning using SOPs and runbooks, and escalate issues outside playbooks to L2/L3 teams. Monitor queue health, flag SLA bottlenecks, and provide clear updates to internal teams and clients.
Location: India
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Entry level

Key Responsibilities

  • •Monitor and manage incoming tickets in ticketing queues (incidents, service requests, onboarding/offboarding), including triage, categorization, and routing.
  • •Execute SOPs for common L1 requests such as password resets and access provisioning/deprovisioning, with basic troubleshooting via runbooks.
  • •Maintain ITIL-based workflows for incident, request, and change tracking with accurate notes, status updates, and closure summaries.
  • •Provide clear, professional updates to internal teams and clients via ticket comments or email, using ticket history and context.
  • •Track queue health to prevent backlog, identify SLA risks or bottlenecks, and support reporting on ticket volume and resolution trends.

Pay and Benefits

Perks:Remote Work

Key Requirements

  • •1–2 years of experience in IT support, help desk, or ITSM operations.
  • •Familiarity with ticketing systems, preferably Freshservice, or similar platforms such as ServiceNow or Zendesk.
  • •Ability to handle user account management workflows (e.g., Microsoft 365, Okta, or similar).
  • •Basic understanding of IT support workflows and escalation paths.
  • •Exposure to ITIL concepts (Incident, Request, Change Management) and/or a multi-client MSP/MSSP environment is a plus.
Experience:IT supportITSMHelp deskMSPMulti-clientSaaS
Skills:Detail-orientedProfessional communicationDocumentationTicket triageService orientation
Languages:English
Tech Stack:FreshserviceServiceNowZendeskMicrosoft 365OktaSAMLSCIM

Company Brief

Workstreet
Operates an online recruitment platform connecting employers with job seekers, offering job listings, candidate sourcing tools, and employer branding solutions to streamline hiring and talent acquisition processes for small to medium-sized businesses.
Industry: HR Tech
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