Ticket Quality Analyst (Zendesk) – Hybrid Role

Insight Global; Parma (OH); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Insight Global is seeking a Support Ticket Quality Analyst for a hybrid role in Parma, Ohio. The candidate will review Zendesk tickets, verify accuracy and classification, and collaborate with care specialists, TSAs, PSAs, and knowledge owners to improve data quality and support processes.

The ideal candidate has 3+ years in ticket analysis, strong Zendesk experience, and solid root-cause analysis skills, with ITIL familiarity.

Qualifications

• 3+ years of experience in a role related to ticket review and analysis.
• Experience with Zendesk or a comparable IT service management platform.
• Strong understanding of incident, request, problem, and knowledge management practices, including root cause analysis.
• Excellent written communication, analytical reasoning, and attention to detail, with the ability to give constructive feedback across teams.

Responsibilities

• Audit ticket titles, categories, routing decisions, and resolution narratives.
• Review both new and solved tickets to verify accuracy and classification.
• Identify root causes and ensure evidence supports classifications.
• Provide feedback to ticket creators and teams on documentation quality and knowledge linkage.
• Track quality metrics and trends, including knowledge-base linkage and root cause validation results.

Skills

Ticket analysis

Zendesk

Root cause analysis

ITIL

Education Tech

Zendesk Explore

Analytical skills

Communication

Tools

Zendesk Explore

Job description

Insight Global is seeking a Support Ticket Quality Analyst for a hybrid role in Parma, Ohio. The candidate will review Zendesk tickets, verify accuracy and classification, and collaborate with care specialists, TSAs, PSAs, and knowledge owners to improve data quality and support processes.

The ideal candidate has 3+ years in ticket analysis, strong Zendesk experience, and solid root-cause analysis skills, with ITIL familiarity.