Frontline ITSM Analysts: 60-Minute Interview on Support Workflows

What We're Researching

We are running a paid study on the day-to-day workflows of frontline IT service management and customer support operations. Help us evaluate how support tickets are triaged, escalated, and resolved in real-world environments. Your input will directly influence how modern ITSM tools are designed to reduce friction for support teams.

How It Works

You will participate in a 60-minute remote video call with our research team. During the session, you will be asked to share your screen and demonstrate your typical workflow for handling support requests. We will ask you to walk through how you manage your queue, communicate with users, and document resolutions. Expect a conversational format where you can point out specific pain points or workarounds you rely on daily.

Who This Is For

We are looking for experienced frontline ITSM analysts and customer support operations professionals who manage technical queues daily. We welcome help desk technicians, tier-two support specialists, IT service managers, and support operations leads. You should have hands-on experience navigating complex ticketing systems and resolving user issues.

Responsibilities

• Participate in a 60-minute remote video interview
• Share your screen to demonstrate your standard ITSM workflows
• Walk us through how you handle, triage, and resolve support tickets
• Discuss your daily toolstack and identify common operational friction points

Requirements

• Current role as an ITSM Analyst, Support Ops Professional, or similar title
• Hands-on experience managing and resolving IT support tickets
• Comfortable sharing your screen to demonstrate professional workflows