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I will set up your IT service desk with ticket process, tool, slas and kpis
Business Analyst: processes, IT support setup, dashboards and tools
Business Analyst at a large German industrial company, managing a warehouse management system end to end: requirements, process documentation, support and ticket handling, data tools.
I help small an...
About this Gig
Requests come in by email, chat and hallway. Nobody knows what's open, what's urgent, or who's on it. That's fixable in a week.
I set up a lean support structure for small teams - the practical core of ITIL without the paperwork:
- Ticket categories, priorities and simple SLAs that match your reality
- - Escalation path and backup rules
- - Your ticket tool configured and ready: Jira Service Management, Freshdesk, Zammad - or the one you already pay for
- - Request forms your users will actually use
- - KPI dashboard: open/closed, backlog age, time to first response, top categories
- - A one-page runbook for the people handling tickets
Background: I run support and change handling for a warehouse management system in a large industrial company - 1st/2nd level coordination, vendor escalation, release communication.
How it works: short call, I draft the concept, you confirm, I configure it in your account (you invite me as admin or we do it on screen share). Everything is documented so you can maintain it without me.
English and German. Existing chaos welcome.
Business type:
Solopreneurs
•
SMBs
Service type:
Data automation
•
Dashboard building
FAQ
Which ticket tools do you work with?
Jira Service Management, Freshdesk, Zammad, Microsoft Planner/Forms, or the tool you already use. Jira SM and Freshdesk have free tiers for small teams; Zammad is open source. I set it up in your account.
Do I need to give you access to our systems?
For the Basic package, no. For Standard and Premium you either invite me as an admin to the ticket tool or we configure it together on a screen share. No data leaves your environment.
We have no tool and no budget. Can you still help?
Yes. Jira Service Management and Freshdesk are free for small teams, Zammad is open source, and a shared mailbox plus Microsoft Forms can be enough to start. We pick what fits your size in the first call.
