AMS Support -Help Desk Analyst

Quinnox is a global IT services organization headquartered in Chicago, USA with presence in Europe, Middle East and India.

We are an Agile, Midsize CMMI Level 5, ISO 9001:2008 and ISO 27001:2013 certified organization, working with Fortune 500 clients and have successfully executed projects in over 40+ countries across the globe.

Quinnox is led by senior and seasoned professionals, in both business and technology, who have held key executive leadership positions in major banks, consulting groups, and technology products companies. All of us are focused on only one mission accelerating success for our clients and employees.

Title: AMS Support Analyst Help Desk

Location: Rosemont, IL -Hybrid

Job Title: L1 AMS Support Analyst Ticket Routing Specialist

Experience: 1 3 Years

Job Summary

We are looking for a sharp and service-oriented L1 AMS Support Analyst to join our Application Management Services (AMS) team. This role is primarily responsible for accurate ticket routing, priority validation, and coordination between users and resolver teams. As the first point of contact, you will ensure seamless ticket flow, timely updates, and SLA compliance by efficiently triaging and communicating across all stakeholders.

Key Responsibilities

Receive, log, and acknowledge incidents and service requests from multiple intake channels (portal, email, phone, chatbot).

Review and validate ticket priority based on business impact and urgency; revise if incorrectly set by the user in accordance with SLA guidelines.

Categorize, triage, and route tickets to appropriate resolver groups (L2, L3, Infra, DBA, etc.) using SOPs and knowledge base references.

Maintain regular communication with end-users to:

Clarify issue details.

Request additional information.

Update on routing status or next steps.

Coordinate with L2 and L3 teams for escalated issues and ticket follow-ups.

Monitor ticket queues for:

Unassigned or aging tickets.

Priority-1 and SLA-sensitive incidents.

Reassignment needs or bottlenecks.

Escalate critical incidents as per the escalation matrix.

Ensure proper documentation and audit-readiness of all ticket activity.

Suggest updates to SOPs and knowledge base articles when needed.

Required Skills & Qualifications

Bachelor s degree in Computer Science, Information Technology, or a related field.

1 3 years of experience in a helpdesk or application support (L1) environment.

Hands-on experience with ITSM tools like ServiceNow, Remedy, JIRA, etc.

Strong understanding of ticket lifecycle and IT support workflow i nice to have.

Excellent verbal and written communication skills to interact effectively with users and support teams.

Ability to work in a fast-paced, 24x7 support environment.

At Quinnox, you will have the opportunity to take ownership of complex problems and craft solutions to make stuff from day one. Every day will bring fresh challenges that demand even more vivid thinking. Be involved in projects with our Product Development Team and be a part of a growing organization that meets our client s objectives and solves their challenges.

Our Core Value "Accelerate Success" :