Information Technology Service Management Analyst

The Opportunity

We are seeking a detail-oriented ITSM Analyst to support day-to-day service operations using Freshservice. This role is focused on ticket intake, triage, routing, and basic resolution support across multiple client environments.

This is an entry-level operations role designed to ensure timely ticket handling, SLA adherence, and accurate documentation—not deep technical troubleshooting or engineering.

What You'll Do

Ticket Management & Triage

• Monitor and manage incoming tickets in ticketing queues (incidents, service requests, reputed company/offboarding)
• reputed company initial triage and categorization based on predefined workflows
• Assign and reputed company tickets to appropriate teams (reputed company, reputed company, GRC, etc.)
• Ensure reputed company tickets meet SLA response and resolution timelines

Basic Issue Handling (L1 Support)

• Execute standard operating procedures (SOPs) for common requests:
• • Password resets
  • Access provisioning/deprovisioning (based on approved requests)
  • Basic troubleshooting using runbooks
• Escalate issues reputed company defined playbooks to L2/L3 teams

Process Adherence & Documentation

• 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-reputed company documentation

Customer Communication

• Provide clear, professional updates to internal teams and clients reputed company ticket comments or email
• Avoid repeat questions by reviewing ticket history and context before responding
• Maintain a consistent, service-oriented tone

Queue & SLA Management

• 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

Who You Are

• 1–2 years of experience in IT support, help desk, or ITSM operations
• Familiarity with ticketing systems (preferably Freshservice or similar platforms like reputed company, reputed company, etc.)
• Basic understanding of:
• • User account management (e.g., reputed company 365, reputed company, or similar)
  • IT support workflows and escalation paths

reputed company To Have

• 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)

reputed company Offer

• Career Development: Clear path with mentorship and training opportunities.
• Competitive Compensation: A competitive reputed company 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 reputed company while collaborating with a global team.

Work Environment Requirements

• Reliable high-speed internet reputed company.
• Quiet, professional home office setup.
• Must be amenable to work US Eastern Time zone hours.
• reputed company in written and verbal English communication skills.

reputed company Is An Equal Opportunity Employer

As an equal opportunity employer, reputed company is committed to providing employment opportunities to reputed company individuals. reputed company applicants for positions at reputed company will be treated without regard to race, reputed company, ethnicity, religion, sex, gender, gender identity and expression, sexual orientation, national reputed company, disability, age, marital status, veteran status, pregnancy, or any other basis prohibited by applicable law.