Information Technology Service Management Analyst
Workstreet · Kolkata · onsite · Posted 51d ago
Undisclosed1–2 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
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 Youll 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
- Execute standard operating procedures (SOPs) for common requests:
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- Password resets
- Access provisioning/deprovisioning (based on approved requests)
- Basic troubleshooting using runbooks
- Escalate issues outside defined playbooks to L2/L3 teams
- 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
- 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
- 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:
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- 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.
Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
itsmEnglish CommunicationOffboardinggrcL1 SupportIso 27001GdprnistMicrosoft 365Change ManagementOktacloudOnboardingCyber SecurityoperationsInformation TechnologyHelpdeskcomplianceaccount managementIT Support
About Workstreet
Workstreet
San Francisco
US
About
Workstreet provides AI-powered security and compliance automation solutions for modern tech and AI companies. Its services include virtual CISO, GRC, penetration testing, and security questionnaire automation. The company operates remotely with a global team and supports clients in accelerating their compliance and trust-building processes
Industries
Artificial Intelligence (AI)Online PortalsPenetration TestingSecurity
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