Remote Information Technology Service Management Analyst Job Openings in India 2026!!!
Workstreet announced job vacancy for the post of Information Technology Service Management Analyst.The place of posting will be at Remote (Work from Home).Candidates who have completed Graduate / Engineering / Post Graduate with Fresher / Experience are eligible to apply. More details about qualifications, job description and roles & responsibilities are as follows
Company Overview
| Name of the Company | Workstreet |
| Required Qualifications | Graduate |
| Skills | Microsoft 365, Okta, or similar |
| Category | IT – Service Management |
| Work Type | Remote |
They 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.
Job Details
Θ Positions: Information Technology Service Management Analyst
Θ Job Location: Remote (Work from Home)
Θ Salary: As per company standards
Θ Job Type: Full Time
Θ Requisition ID: NA
Roles and Responsibilities:
- 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
Required Skills & Qualifications:
- 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)
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