IT Service Support Analyst
Core
Provide hands-on technical and service support to business teams, managing incidents, requests, and IT service delivery while ensuring adherence to service-level agreements.
Role type
IT Service Support Analyst
Builds
IT services and support processes
Domain
IT Operations / Service Management
Required skills
Incident management, Request management, Change management, Problem management, Knowledge management, Release management, SLA monitoring, Vendor coordination, Technical troubleshooting, Process improvement
Preferred skills
Global organization experience, Customer service background
Technologies
ITSM tools, Vendor platforms
Responsibilities
Diagnose and resolve technical issues independently, Support colleagues and customers through multiple communication channels, Gather internal customer requirements and coordinate planned activities, Manage work in accordance with established processes for incident, request, problem, change, knowledge, and release management, Monitor service delivery against relevant SLAs, Review policies and processes to recommend improvements, Analyze issues across IT services and prepare reports, Coordinate logistics and service activities with third-party suppliers
Seniority
Mid-level, hands-on IC