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, 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
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 outside 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-ready documentation
Customer Communication
- 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
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 ServiceNow, Zendesk, etc.)
- Basic understanding of:
- User account management (e.g., Microsoft 365, Okta, or similar)
- IT support workflows and escalation paths
Nice 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)
What We Offer
- 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.
Work Environment Requirements
- 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
As an equal opportunity employer, Workstreet is committed to providing employment opportunities to all individuals. All applicants for positions at Workstreet will be treated without regard to race, color, ethnicity, religion, sex, gender, gender identity and expression, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis prohibited by applicable law.