IT Ticket Transfer Administrator

Gigged AI is an On demand talent marketplace specialising in the IT and technology sector. We have an opportunity live at the moment for an IT Ticket Transfer Administrator (Contract) - Inside IR35 - Onsite Aberdeen within one of our clients.

Project Overview
This contract involves supporting a service migration by manually transferring tickets between two unintegrated ticketing systems: the customer's ServiceNow queue and the Halo service desk. The role ensures accurate and timely updating of tickets in both systems until closure, allowing end users to track progress. It is great for someone who is looking for work experience in a customer facing, high impact IT role.

• Monitor a designated ServiceNow queue for pre-filtered in-scope tickets and transfer them accurately into the Halo service desk using the agreed process
• Route transferred tickets into the service desk queue for technical triage and allocation
• Track progress on Halo tickets and update ServiceNow with resolution notes to keep records aligned
• Record affected user details per agreed procedures, escalating any missing or unclear information.
• Promptly flag access issues, transfer exceptions, and unclear routing following documented escalation paths.
• Work professionally on site alongside the customer's operations team and keep service desk management informed daily.

IR35: Inside - you will need to engage through an umbrella company during this engagement

Onsite: 5 days per week in Aberdeen. 9am-5pm

Duration: Initial contract runs until 17th January

• Experience in administration, data entry, ticket coordination, or similar process-driven roles.
• High accuracy and attention to detail when transcribing information between two systems.
• Confident IT literacy with the ability to quickly learn defined workflows.
• Good typing speed and reliability in repetitive, high-volume tasks.
• Disciplined adherence to written procedures with good judgement on escalation.
• Clear and courteous communication with clients and colleagues, and discretion with sensitive user data.

• Accurate transfer and routing of tickets between ServiceNow and Halo.
• Consistent updates and synchronization of ticket progress in both systems.
• Timely escalation of any issues or gaps in ticket information.
• Professional liaison with operational and management teams to maintain smooth service delivery.