Frontline ITSM Analysts: 30-Minute Interview on Ticket Workflows

What We're Researching

We're running a paid study on the day-to-day operations of modern IT and customer support desks. We want to see how practitioners navigate their queues, prioritize incoming requests, and document resolutions. The goal is to build better tools that match the actual workflows of frontline agents.

How It Works

You will join a 30-minute remote video call to discuss your current case management processes. We will ask you to walk us through a typical shift, detailing how you select and resolve tickets. You will also react to a few hypothetical queue scenarios and explain your decision-making rationale. The conversation is entirely verbal, with no screen sharing required.

Who This Is For

We welcome frontline ITSM analysts, customer support operations professionals, and technical support engineers who actively manage ticket queues. You should have direct, daily experience handling user or client cases from intake to resolution. Candidates familiar with standard service desk environments and high-volume operations will be a great fit.

Responsibilities

• Walk us through your daily ticket management routine.
• Describe how you prioritize and resolve incoming support cases.
• Discuss the challenges you face in your current workflow.
• Provide feedback on hypothetical queue management scenarios.

Requirements

• Current frontline ITSM analyst or customer support professional.
• Hands-on experience actively working ticket or case queues.
• Comfortable discussing your daily operational workflows.