IT Ticketing Systems Analyst

What You Should Know

The IT Ticketing System Analyst is responsible for administering the Freshservice ticketing system, serving as the primary IT support contact, and ensuring efficient resolution of support tickets in alignment with Service Level Agreements (SLAs.) This role also provides backup support for AS/400 system operations, collaborating closely with the IT Operations team to align system processes with business goals and enhance long-term IT service strategies.

What You Will Do

Administer and configure Freshservice ticketing system, ensuring optimal functionality and user access. Act as the lead IT support contact, resolving escalated issues and coordinating with internal teams and vendors. Monitor and report on ticketing trends, SLA compliance, and overdue items weekly. Manage ticket queues proactively; prioritize and escalate issues as needed. Provide backup support for AS/400 operations, including job scheduling and system maintenance. Develop, maintain, and enhance performance metrics and SLA's for IT support operations. Assess and improve Freshservice workflows and recommend system enhancements. Maintain comprehensive documentation for all support and operational processes. Promote Freshservice and IT support tools as strategic business assets. Oversee the knowledge base, ensuring high-quality content for technicians and users. Collaborate with management to enhance team capabilities and reduce outside escalations. Provide IT support via in-person, phone, email, chat, or remote access for: Freshservice issues, AS/400 scheduler errors, Microsoft 365 issues, account and access problems. Log all support activities in Freshservice and assist with PTF application and user access for AS/400.