Service Desk Analyst

Title : Service Desk Analyst (Ticketing)

Openings : 1

Location : Parma, OH (Hybrid)

Duration : Long-Term Contract

Compensation : $21-24/hr. (Pay Rate Varies Based on Experience)

Start Date : ASAP

Benefits : Medical, dental, vision, 401K

Desired Skills and Experience:

• 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 appropriate root cause analysis methods.
• Excellent written communication, analytical reasoning, and attention to detail, with the ability to give constructive feedback across teams.
• Ability to identify trends, work with quality metrics, and recommend practical improvements to data quality and workflow standards.

Pluses:

• Experience with Zendesk Explore
• ITIL Certification or ITIL Best practices knowledge
• Experience working in Education Technology

Day-to-day:

Insight Global is seeking a Support Ticket Quality Analyst for one of our clients in the education management industry. This role will be a hybrid role, working three days a week onsite in Parma, OH.

We are looking for a detail-oriented individual to improve the accuracy, consistency, and usefulness of our client’s Zendesk service tickets. In this role, you will review both newly created and solved tickets to verify that they describe the issue accurately, follow established classification standards, and preserve reliable information for future support and analysis. You will work with Customer Care Specialists, Technical Support Analysts (TSAs), Product Support Analysts (PSAs), Level 3 teams, and knowledge-based owners to review ticket content, routing history, documented resolutions, and associated knowledge articles.

The ideal candidate combines strong analytical judgment with technical support experience, meticulous attention to detail, and the ability to distinguish a symptom, a workaround, and a verified root cause. Responsibilities include auditing ticket titles, categories, routing decisions, resolution narratives, and knowledge-based associations. A central objective is to ensure that root cause classifications are accurate, supported by available evidence, and useful for identifying recurring problems and driving corrective action.

Additional Responsibilities:

• Prioritize the validation of root cause identification and categorization; distinguish observed symptoms, contributing factors, temporary workarounds, and evidence-supported underlying causes.
• Flag unsupported, ambiguous, or incorrectly classified root causes for review with the resolving team; use an established unknown or undetermined classification when a cause cannot be substantiated.
• Identify recurring root causes, repeat incidents, and systemic failure patterns from curated ticket data, and share findings with IT operations and problem-management stakeholders.
• Provide constructive, specific feedback to ticket creators and resolving teams on documentation quality, categorization, knowledge linkage, and root cause accuracy.
• Maintain ticket quality standards, review checklists, classification definitions, and audit results; recommend Zendesk field, form, workflow, or reporting improvements.
• Track quality metrics and trends, including title consistency, category accuracy, routing accuracy, resolution completeness, knowledge-base linkage, and root cause validation results.