Support Analyst Job Description Template
Our company is looking for a Support Analyst to join our team.
Responsibilities:
- 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.
Requirements:
- 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.