Information Technology Service Management Analyst

Workstreet
Philippines
Workplace: RemoteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 1-2 yearsSkills: ["Attention to detail","Process adherence","Documentation","Clear communication","Ticket triage"]

Support day-to-day IT service operations by managing ticket intake, triage, routing, and first-line resolution across multiple client environments. Execute SOPs for common requests (e.g., password resets and access provisioning/deprovisioning), perform basic runbook-based troubleshooting, and escalate when issues go beyond playbooks. Maintain ITIL-based workflows with accurate documentation, ensure SLA adherence, 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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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Support day-to-day IT service operations by managing ticket intake, triage, routing, and first-line resolution across multiple client environments. Execute SOPs for common requests (e.g., password resets and access provisioning/deprovisioning), perform basic runbook-based troubleshooting, and escalate when issues go beyond playbooks. Maintain ITIL-based workflows with accurate documentation, ensure SLA adherence, and provide clear updates to internal teams and clients.
Location: Philippines
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Entry level

Key Responsibilities

  • •Monitor and manage incoming incidents/service requests and perform initial triage and categorization.
  • •Assign and route tickets to the appropriate teams and ensure SLA response and resolution timelines are met.
  • •Handle common L1 requests using SOPs (e.g., password resets and access provisioning/deprovisioning) and perform basic runbook troubleshooting.
  • •Follow ITIL-based workflows for incident, request, and change tracking with accurate ticket notes, status updates, and closure summaries.
  • •Provide clear updates to internal teams and clients via ticket comments or email, reviewing ticket history to avoid repeat questions.

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 like ServiceNow/Zendesk).
  • •Basic understanding of user account management (e.g., Microsoft 365, Okta, or similar) and IT support workflows/escalation paths.
  • •Exposure to ITIL concepts (Incident, Request, Change Management) is preferred.
  • •Experience in a multi-client or MSP/MSSP environment is preferred.
Experience:1-2 yearsIT supportHelp deskITSM operationsMulti-clientMSP/MSSPSaaS
Skills:Attention to detailProcess adherenceDocumentationClear communicationTicket triage
Languages:English
Tech Stack:FreshserviceServiceNowZendeskMicrosoft 365OktaITILSAMLSCIMSOPs

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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