ITSM Analyst (Remote) – SLA & Ticketing Focus

Workstreet; Hinoba-an; On-site; PHP 223,000 - 357,000; Full time

Benefits offered by this job

Career development

Competitive compensation

Growth opportunity

Remote-first culture

High-speed internet

Home office setup

US Eastern Time hours

English proficiency

Job summary

Workstreet in the Philippines is seeking an entry-level ITSM Analyst to support day-to-day service operations using Freshservice. This role focuses on ticket intake, triage, routing, and basic resolution across multiple client environments.

You will follow ITIL-based workflows, maintain accurate ticket notes, and communicate clearly with internal teams. 1–2 years in IT support and familiarity with ticketing systems are preferred; remote-friendly, US Eastern hours may apply.

Qualifications

• 1–2 years of experience in IT support, help desk, or ITSM operations
• Familiarity with ticketing systems (Freshservice or similar platforms like ServiceNow, Zendesk, etc.)
• Basic understanding of user account management (e.g., Microsoft 365, Okta, or similar)
• Knowledge of IT support workflows and escalation paths

Responsibilities

• Monitor and triage tickets in 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.)
• Follow ITIL‑based workflows for incident, request, and change tracking
• Maintain accurate ticket notes, status updates, and closure summaries
• Provide clear, professional updates to internal teams and clients

Skills

Ticketing systems

User account management

IT support workflows

Escalation paths

Tools

Freshservice

ServiceNow

Zendesk

Job description

Workstreet in the Philippines is seeking an entry-level ITSM Analyst to support day-to-day service operations using Freshservice. This role focuses on ticket intake, triage, routing, and basic resolution across multiple client environments.

You will follow ITIL-based workflows, maintain accurate ticket notes, and communicate clearly with internal teams. 1–2 years in IT support and familiarity with ticketing systems are preferred; remote-friendly, US Eastern hours may apply.