Ticketing Analyst
About The Position
We are seeking a Ticketing Analyst to support and manage ticketing environments within a production service delivery setting. This role is ideal for someone who is detail-oriented, organized, and eager to learn operational support processes. The Ticketing Analyst will play a key role in ensuring incident, request, and work-order tickets are properly triaged, tracked, and resolved in a timely manner. This position requires qualified candidates who live in the continental US. This role is not eligible for visa sponsorship, visa transfer or C2C candidates. Please note the anticipated start date for this role will be June/July 2026.
Requirements
- Bachelor’s degree or equivalent experience.
- Strong attention to detail and organizational skills.
- Clear written and verbal communication skills.
- Ability to follow defined processes while managing multiple tasks and priorities.
- Basic familiarity with ticketing systems, service desks, or operational support environments (academic or internship experience acceptable).
- Internship or entry-level experience in IT support, operations, or service delivery.
- Comfort working with data, dashboards, or basic reporting.
Nice To Haves
- Exposure to cable, telecom, or technology service environments (nice to have, not required).
Responsibilities
- Monitor incoming tickets within the ticketing system to ensure they are accurately logged and categorized.
- Triage and route tickets to the appropriate teams based on priority, impact, and established procedures.
- Track ticket progress and follow up to ensure timely resolution and adherence to service-level expectations.
- Maintain high data quality standards within the ticketing system, including accurate fields, notes, and status updates.
- Monitor ticket queues to identify aging tickets, potential bottlenecks, or process gaps.
- Help maintain overall system integrity through consistent and accurate ticket management.
- Support adherence to operational and service delivery processes.
- Assist with basic reporting on ticket volumes, trends, resolution times, and common issues.
- Escalate issues or risks appropriately when patterns or delays are identified.
- Coordinate with cross-functional teams (operations, engineering, service delivery) to support ticket resolution.
- Communicate clearly and professionally with team members regarding ticket status and next steps.
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What This Job Offers
Job Type
Full-time
Career Level
Intern
