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Incident & Support Analyst
4 months ago
Position Summary
As an Incident & Support Analyst, you will be responsible for providing technical support and resolving incidents reported by users or detected through monitoring systems. Your role involves troubleshooting issues, analyzing root causes, and implementing solutions to ensure the stability and reliability of IT systems and services. You will collaborate with various teams to prioritize and address incidents according to defined service level agreements (SLAs).
Key Responsibilities:
1. Incident Management:
- Receive, log, prioritize, and resolve incidents reported by end users or automated monitoring systems.
- Investigate and diagnose issues to determine the root cause of incidents.
- Ensure timely resolution of incidents based on defined SLAs.
- Escalate complex or critical incidents to appropriate teams for further investigation and resolution.
2. Technical Support:
- Provide technical assistance and guidance to users encountering IT-related problems.
- Respond to inquiries and troubleshoot issues related to hardware, software, network connectivity, and applications.
- Assist in setting up and configuring new user accounts and devices.
3. Documentation and Reporting:
- Maintain accurate records of incidents, including actions taken and their resolutions, in incident management systems.
- Prepare reports on incident trends, service performance, and related metrics.
- Contribute to the development and improvement of knowledge base articles and support documentation.
4. Continuous Improvement:
- Participate in incident post-mortem reviews to identify areas for improvement in processes, systems, or training.
- Proactively identify recurring issues and implement preventive measures to reduce incident recurrence.
- Collaborate with other teams to implement changes aimed at improving service reliability and efficiency.
5. Team Collaboration:
- Work closely with other IT teams (e.g., Infrastructure, Development, Security) to ensure effective incident resolution and problem management.
- Share knowledge and best practices with colleagues to enhance overall team capabilities.
Required Skills and Qualifications:
- Proven experience in a technical support role, preferably in incident management or help desk support.
- Strong problem-solving skills with the ability to analyze and troubleshoot complex issues.
- Familiarity with ITIL framework and incident management processes.
- Knowledge of ticketing systems and incident tracking tools.
- Excellent communication skills, both written and verbal, with the ability to interact professionally with users at all levels.
- Ability to work effectively under pressure in a fast-paced environment.
- Attention to detail and a commitment to delivering high-quality service.
- Relevant certifications (e.g., ITIL Foundation, CompTIA A+, Microsoft Certified Professional) would be advantageous.
Preferred Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or related field.
- Experience with service desk or IT service management (ITSM) software.
- Understanding of networking concepts and protocols.
- Experience in scripting or automation for troubleshooting tasks.
