Ticket System Expert

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Overview

International Talent Acquisition Specialist — We are looking for a skilled Ticket System Expert to strengthen our client IT support team. In this position, you will be tasked with configuring and maintaining the ticketing system, streamlining workflows, and delivering outstanding service across various IT environments.

Responsibilities

• Set up and manage the ticketing system (e.g., ManageEngine ServiceDesk Plus, Jira Service Desk).
• Design and implement workflows, forms, automation rules, SLAs, and escalation procedures.
• Establish user roles and permissions, ensuring accurate categorization and prioritization of tickets.
• Integrate the ticketing system with other IT tools (e.g., Active Directory, email, asset inventory).
• Monitor system performance and user activity to enhance system utilization and resolve issues.
• Provide training and create documentation for IT teams and end users.
• Develop dashboards and reports for tracking tickets, SLA compliance, and performance metrics.
• Assist with audits and compliance efforts through proper system documentation and controls.
• Collaborate with vendors for system upgrades, patches, or troubleshooting.

Required Qualifications

Preferred Qualifications

Core Competencies

Details

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