[Remote] Ticketing Analyst
Note: The job is a remote job and is open to candidates in USA. Sand Cherry Associates excels in the design and delivery of strategic customer-centric initiatives. They are seeking a Ticketing Analyst to support and manage ticketing environments, ensuring tickets are triaged, tracked, and resolved in a timely manner.
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
Skills
- 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)
- Exposure to cable, telecom, or technology service environments (nice to have, not required)
- Internship or entry-level experience in IT support, operations, or service delivery
- Comfort working with data, dashboards, or basic reporting
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