IT Service Support Analyst
Core
Provide hands-on technical and service support to business teams, managing incidents, requests, and IT service delivery while ensuring SLA compliance.
Role type
IT Service Support Analyst
Builds
IT services and support processes
Domain
IT Operations / Service Management
Deliverable
dashboards & analysis
Required skills
Incident management, Request management, Change management, Problem management, SLA monitoring, Technical troubleshooting, Vendor coordination, Process improvement, Stakeholder communication, Report generation
Preferred skills
Global team collaboration, Customer service experience, Quality and compliance focus
Technologies
ITSM tools, Service management frameworks
Responsibilities
Diagnose and resolve technical issues independently, Manage work in accordance with established processes for incident, request, problem, change, knowledge, and release management, Monitor service delivery against relevant SLAs, Analyze issues across IT services and prepare reports, Coordinate logistics and service activities with third-party suppliers, Review policies and processes to recommend improvements
Seniority
Mid-level, hands-on IC