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, qualified 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., Micr

📌 Information Technology Service Management Analyst (India)
🏢 Workstreet
📍 India