Support Analyst

Support Analyst Job Description Template

Our company is looking for a Support Analyst to join our team.


  • Escalate Major Incidents to the Incident and/or Problem Manager;
  • Proactively participate in the continuous review of event handling in order to highlight tooling or process control gaps;
  • Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible;
  • Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.);
  • Compile and validate statistical data for management reporting;
  • Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator;
  • Adhere to SLAs;
  • Ensure that incident management is consistent across all parts of the business;
  • Log all Incident/Service Request details, allocating categorization and prioritization codes;
  • Provide first-line investigation and diagnosis of all Incidents and Service Requests;
  • Keep users informed about their Incidents’ status at agreed intervals;
  • Verify resolution with users and resolve Incidents in ITSM tool;
  • Serve as focal point for larger information security incidents, including providing awareness;
  • Assign unresolved Incidents to appropriate Tier 2 Support Group;
  • Owns all Incidents and Service Requests throughout the lifecycle.


  • Ability to handle sensitive matters with discretion and maintain confidentiality;
  • Flexible with shifts/work days;
  • Team player with excellent interpersonal skills;
  • Ability to handle multiple competing priorities, while maintaining attention to detail;
  • Strong working knowledge of Microsoft Office (Excel, PowerPoint, Word);
  • 3+ years relevant experience in ITIL process;
  • Strong written and verbal communication skills;
  • Ability to effectively host calls with customer.