What Does An IT Support Analyst Do?

WHAT DOES AN IT SUPPORT ANALYST DO?

Published: Nov 04, 2025 - The Information Technology (IT) Support Analyst ensures effective Incident Management in lower environments by driving root cause resolution, enforcing best practices, and maintaining accurate records in ServiceNow. This role coordinates issue reviews, prepares reports, and ensures proper linkage to change/problem records. The analyst also follows up on incidents to support stability and continuous improvement.

A Review of Professional Skills and Functions for IT Support Analyst

1. IT Support Analyst Duties

IT Support: Under direct supervision and responsible for providing IT support to end users.
Incident Analysis: Use professional analysis techniques to troubleshoot and resolve incidents, as well as assist in performing root cause analysis on problems at the 2nd level.
Customer Service: Conduct regular interaction with end users using basic customer service skills and communication skills.
Project Participation: Participate in IT projects and work collaboratively with project team members.
Cross-Functional Collaboration: Work with other support functions on projects and activities related to IT.
Process Compliance: Conform with ITIL processes and ensure that all incidents are addressed efficiently and proper system logging is maintained.
Incident Resolution: Resolution of end users’ incidents and service requests in accordance with Europe Client Services SLA expectations.
Problem Analysis: Perform high-level incident and problem analysis to resolve incidents and requests.
Hardware Support: Perform hardware break-fix support and software installation requests.
Implementation Support: Perform implementation support.
User Support: Attend end user meetings to provide local support to users.
Infrastructure Maintenance: Install and maintain local infrastructure.
Project Delivery: Deliver against assigned IT and business project initiatives.
Daily Operations: Follow Daily IT Client Services and Depot-related tasks and processes (including break fix, PC Refresh, data backup/restore, and Win7/Win10 SSD swap).

2. IT Support Analyst Details

Infrastructure Management: Administer and maintain all IT infrastructure, including LAN, firewalls, and Office 365.
Technical Support: Deliver 1st, 2nd, and 3rd Line support throughout BAU and Projects.
System Improvement: Continuous review of IT systems and work to improve or upgrade accordingly.
Issue Resolution: Troubleshoot and resolve complex company-wide issues.
Project Management: Manage various IT projects, ensuring objectives are met and within time frames.
Vendor Coordination: Work with third-party engineers to meet business objectives.
Documentation Management: Manage and update all company-wide documentation, such as ‘How to’ guides.
System Operations: Ensure company systems are operational whilst supporting with additional issues.

3. IT Support Analyst Responsibilities

System Expertise: Become a subject matter expert on ARGI systems to deliver superior software and hardware support.
Hardware Management: Deploy, maintain, and document hardware for all local and remote end-users and sites, including AV and printing.
Automation Development: Drive automation of endpoint device management.
Ticket Management: Ensure all tickets are processed promptly as tier 1 support, including proactive identification of potential and recurring issues.
Change Support: Support change management initiatives, including new system roll-outs and user process changes.
User Training: Design and deliver training to create more self-sufficient power-users.
Process Improvement: Work with department leadership to elevate and refine repeatable processes and identify other areas of improvement.
Cybersecurity Monitoring: Identify and escalate any cybersecurity concerns or events to the IT Incident Response team.
Team Collaboration: Operate as a team player in a collaborative idea economy, delivering value and making ARGI more competitive.

4. IT Support Analyst Job Summary

Customer Support: Respond timely to call-outs and ensure a high level of customer service and support is provided to all internal and external customers.
Service Desk Management: Handle incoming Service Desk phone calls.
User Administration: Completing user Onboarding and Offboarding.
Incident Management: Advanced incident and problem management.
Problem Ownership: Take ownership of complex user problems and be proactive when dealing with issues.
Technical Troubleshooting: Troubleshoot technical system and network problems, diagnose and solve hardware/software issues.
Device Support: Provide support for desktops, laptops, mobile phones, IP phones, headsets, monitors, etc.
Application Support: Install, maintain, and support new applications and Infrastructure.
User Relocation: Completing internal user moves.

5. IT Support Analyst Accountabilities

Team Support: Assist team members with IT-related matters.
Documentation Management: Produce procedural documentation and relevant reports.
Policy Development: Contribute to policies, processes, and procedures.
Issue Documentation: Document any new issues experienced with solutions and workarounds.
Case Management: Prioritize and manage many open cases at one time.
System Security: Ensure security updates and upgrades are applied to desktops and laptops, and kept up to date.
Antivirus Management: Antivirus installation on all laptops and desktops.
Escalation Handling: Handle 1st line Escalations and escalate issues to other team members.
Directory Management: Manage Active Directory, including Group Policies.
System Administration: Manage MS Exchange, Office 365, VMWare, etc.

6. IT Support Analyst Functions

Program Monitoring: Support daily monitoring of the Flex business programs.
User Support: Provide 1st and 2nd Level Support to resolve problems experienced by users.
Service Performance: Work within SLA and KPI targets to agreed business priorities.
Job Monitoring: Ensure all scheduled jobs/applications are functioning correctly.
Policy Compliance: Ensure that all Flex IT policies are adhered to and audit compliance.
Hardware Installation: Install and Configure Desktop, Server, and Network Hardware and Software.
System Upgrades: Perform OS upgrades for all UK users.
Hardware Management: Ensure alignment with Flex processes and protocols for new and returned hardware.
Service Improvement: Consistently strive to improve the service to the end users by addressing root cause analysis and identifying solutions.

7. IT Support Analyst Job Description

Technical Support: Supports functional users in the completion of their assigned tasks through effective technical support and business process analysis.
System Assistance: Provides technical assistance and support for incoming queries and issues related to computer systems, ERP systems, software, and hardware.
Team Collaboration: Provides an environment of trust, transparency, and camaraderie in all interactions with coworkers.
Cross-Functional Work: Works collaboratively with people across the organization.
Service Management: Maintains agreed-upon service levels for IT Support.
Device Support: Supports PCs, laptops, printers, cell phones, tablets, and other network equipment.
Remote Support: Supports users remotely using VPN, VNC, GoToMeeting, Remote Desktop, and other tools.
Hardware Maintenance: Installs, modifies, and repairs computer hardware and software.

8. IT Support Analyst Details and Accountabilities

Incident Governance: Drive a highly effective lower environment Incident Management and Governance process by ensuring root cause identification and permanent fixes are being addressed promptly.
Issue Management: Follow up with any ongoing issues and engage support to drive best practices.
Gap Resolution: Coordinate meetings to discuss identified gaps and resolve repeating incidents by ensuring the focus is on environmental stability.
Process Compliance: Ensure support teams follow to end incident process.
Tool Administration: Process and tool support (ServiceNow).
Reporting Management: Prepare weekly incident and problem reports and meeting agendas.
Incident Follow-Up: Continuous incident follow-up to ensure the right things are happening.
Record Management: Ensure relationships are created within ServiceNow when an incident is caused by a change and/or a problem record has been created.
Data Accuracy: Ensure that the information entered in the incident ticket is accurate and complete before closure.
Metrics Reporting: Gather metrics and present them in a meaningful way.

9. IT Support Analyst Tasks

Help Desk Support: Act as the initial point of contact for all computer and system-related concerns from local and remote employees.
Ticket Management: Responds quickly to support requests and manages these requests in the Help Desk ticketing system.
Hardware Troubleshooting: Troubleshoot and resolve hardware or networking issues.
Problem Diagnosis: Speak to employees to quickly get to the root of their problem.
Customer Assistance: Talk customers through a series of actions to resolve a problem.
Follow-Up Support: Follow up with clients to ensure the problem is resolved.
Documentation Creation: Assist in the creation of How-tos, FAQs, and other related documentation.
Employee Onboarding: Assist in technology onboarding for new employees.
After-Hours Support: Provide support coverage during non-business hours.
Application Deployment: Support the roll-out of new applications.
Technology Evaluation: Test and evaluate new technologies.

10. IT Support Analyst Roles

Customer Service: Provide an excellent Customer Service to all Brewin Dolphin (BD) employees through demonstration of a can-do attitude and service excellence approach.
Incident Logging: Log all incidents reported and resolve technical issues via remote access and in person.
Incident Management: Follow the Incident Management process and work within agreed SLA’s ensuring targets are adhered to.
Technical Support: Install, support, and troubleshoot software and hardware issues (predominantly MS Office and bespoke finance applications used throughout the BD organization).
Team Collaboration: Liaise closely with all other Support Teams to ensure any issues are logged into the call logging system, escalated, and managed from end to end, providing regular customer updates.
Communication Management: Ensure all team members are aware of system outages, resource availability, and workarounds available.
Proactive Monitoring: Promote a proactive Service Desk environment so that issues are identified and investigated before having a significant impact on the end customer.
Knowledge Management: Ensure the knowledge base is regularly updated and maintained, and troubleshooting tips/fixes are shared within the team.

11. IT Support Analyst Additional Details

Customer Service: Maintain a high standard of customer service (deskside and remote), satisfaction, and support provided.
IT Support Delivery: Support the Corporate IT team in the delivery of high-quality IT Support services to end-users across all offices of Tipico Group.
Issue Resolution: Investigate and troubleshoot technical and operational issues as part of standard incident management and request fulfillment processes, and as part of infrastructure projects, aiming to improve the tools and services offered to the Customers.
Issue Ownership: Owner of reported issues, and communicating the status and progress of such issues regularly.
Hardware Troubleshooting: Troubleshoot and repair hardware/OS/software (Windows, Mac OSX, Windows, and mobile devices), failures, and data recovery.
Procurement Management: Manage the internal IT Support procurement process.
Account Administration: Manage the user accounts as well as groups, passwords, and mailboxes within the corporate Active Directory, Exchange Servers (Office 365), and other various systems as per request.
Documentation Maintenance: Maintain operational documentation, including Knowledge Base articles and Standard Operating Procedures, as part of the daily business.
Process Improvement: Contribute to the maintenance and improvement of IT Service Management standards and processes.

12. IT Support Analyst Essential Functions

User Support: Provide on-site, remote, and phone user support for hardware/software issues.
Software Configuration: Set up and configure new software.
Device Setup: Set up and configure new desktops/printers/devices.
Office Setup: Set up and configure new remote offices.
Hardware Troubleshooting: Troubleshoot desktop/printer hardware issues.
Technical Assistance: Provide technical support to other support analysts.
Documentation Management: Create and maintain a comprehensive system and site documentation.
Software Testing: Assist evaluation and testing of software.
User Training: Provide application training to users.

13. IT Support Analyst Role Purpose

Help Desk Support: Provide daily first-point-of-contact support, monitoring, and triage of managed infrastructure, services, applications, and desktop/laptop support using a help desk ticketing system.
Device Setup: Assist in the setup of desktops or laptops as replacements or for new employees, using the documented steps.
System Maintenance: Ensure all computers are current with patches and software installs with endpoint systems and mobile device management tools.
Lab Equipment Support: Assist with computer-controlled laboratory equipment moves, connections, and troubleshooting.
Equipment Relocation: Perform computer moves of equipment when teams are relocated.
Security Monitoring: Consistently monitor endpoint setup and report any potential viruses or threats.
Equipment Maintenance: Ensure the cleanliness of all data equipment and computer rooms.
AV Support: Assist in AV equipment setup and troubleshooting.

14. IT Support Analyst General Responsibilities

Asset Management: Assist with ordering computers, peripherals, software, etc., and managing inventory for effective distribution to employees, and maintaining systems with asset management tools.
User Training: Provide local training and support on key IT applications, including creating self-service and training materials for staff and clients.
System Administration: Manage local systems/applications and technical infrastructure operations to support staff and applications.
Process Improvement: Identify and recommend solutions to enhance client experience, availability, and staff efficiencies, and coordinate closely with global IT needs.
Problem Solving: Foresee issues and gaps, identify solutions, and work comfortably with leading-edge products.
Vendor Management: Work effectively with the vendor partners to maintain functional operational systems.
Status Communication: Communicate with management on the applications' operational status.
Documentation Management: Assist with record-keeping procedures, documentation, asset management, and maintenance of data.
System Coordination: Coordinate with management to bring efficiencies to laboratory information management systems.

15. IT Support Analyst Key Accountabilities

Customer Service: Provide top-level quality customer service in person and via telephone/email.
IT Support: Assist employees with IT hardware and software issues, including the company’s case management system, computer networking, video conferencing, etc.
Problem Resolution: Provide solutions to desktop, mobile, and system problems, diagnose and solve hardware/software incidents/problems.
Telephony Administration: Maintain and administer users on the telephone system.
Hardware Relocation: Be responsible for moving hardware to new locations within the London offices and be able to navigate a comms cabinet to ensure devices are patched into the correct network switches.
Printer Maintenance: Be responsible for installing and maintaining printers and replenishing toners.
Vendor Coordination: Establish and maintain a healthy working relationship with the business and third-party suppliers, as the successful candidate will be the on-site liaison for the external third-party support.
Account Management: Create and maintain users in Active Directory.
Document Support: Troubleshoot document production in Microsoft Word, PDF, Excel, etc.
Data Protection: Understands and promotes GDPR compliance by staff.
Security Compliance: Understands and adheres to IT security principles.

16. IT Support Analyst Roles and Details

Issue Management: Be responsible for managing reported IT issues.
After-Hours Support: Provide occasional off-hours support.
User Training: Train end-users on the use of various software, including Box, Microsoft Office suite/Office 365, Cisco collaboration tools, etc.
User Administration: Onboarding/offboarding of new hires and departing employees.
System Deployment: Maintain WDS/Microsoft Deployment Toolkit imaging/deployment system.
Collaboration Support: Support Cisco collaboration tools, including Call Manager, Unity, Finesse/UCCX, and WebEx.
Documentation Management: Create and maintain IT documentation.
System Maintenance: Support patching/maintenance for hardware and software.
Virtualization Support: Monitor and provide support for VMWare systems.
Backup Management: Monitor and maintain critical system backups.
Technology Deployment: Support the deployment of new technologies, hardware, and software.
Task Management: Self-manage and prioritize to meet deadlines with quality results.
Team Collaboration: Support a positive work environment that promotes service to the business, quality, innovation, and teamwork, and ensure timely communication of issues/points of interest.

17. IT Support Analyst Responsibilities and Key Tasks

System Configuration: Assist end users with configuring, installing, and maintaining stand-alone and networked multi-user computer operating systems based on existing guidelines.
Mobile Support: Provide set-up assistance and support for mobile and remote computing, including personal mobile devices (smartphones, tablets, etc.).
Hardware Troubleshooting: Identify and troubleshoot hardware and software issues for Windows and Apple personal computers and laptops.
Device Troubleshooting: Identify and troubleshoot issues on personal mobile devices (smartphones, tablets, etc.) connecting to University of Iowa services, such as email, wireless networking, etc.
Technology Research: Research innovative ways to use information technology to improve office workflow and communication, and make basic recommendations based on that research.
User Training: Provide basic one-on-one training on hardware and software applications.
Activity Documentation: Document user support activities (incidents and requests).
Process Documentation: Create and update existing support process documentation.

18. IT Support Analyst Duties and Roles

Issue Remediation: Be responsible for first-line remediation and escalation of issues.
Infrastructure Support: Support, review, and develop IT infrastructure and Information Security capabilities.
Helpdesk Administration: Support and administer the IT helpdesk facility for all office hubs to utilize and ensure uptime is maximized for all employees.
Hardware Standardization: Ensure IT user hardware standardization and work to maximize IT budget management.
IT Planning: Assist Croud’s IT planning function in cooperation with the IT Manager and Director of Infrastructure.
Policy Enforcement: Be responsible for IT policy enforcement and monitoring at Croud.
System Migration: Be responsible for relevant IT system migrations.
Cloud Management: Maintain cloud IT capabilities, ensuring appropriate security is in place at all levels.
Asset Management: Support IT asset management and adherence to policy.
Security Support: Support Information Security program capabilities in cooperation with the IT Manager and the Director of Infrastructure.
Security Awareness: Assist the Director of Infrastructure in the promotion of security awareness and best practices throughout the business.

19. IT Support Analyst Duties

Tier 2 Support: Provide Tier 2 support for facility computer systems, computers, and peripherals.
Hardware Maintenance: Install, diagnose, maintain, and upgrade/replace hardware while ensuring optimal performance.
Problem Resolution: Perform on-site diagnosis and resolution of moderate PC problems for a variety of customers, recommend and implement corrective actions, and ensure accurate asset management.
Incident Management: Manage and respond to incidents/requests, changes, and asset management through the use of a corporate-wide tool.
User Assistance: Receive and respond to incoming calls and/or emails regarding PC and/or hardware problems.
User Training: Interface with, and provide training and support to customers and staff on computer operation and a defined suite of training courses as published by the local HR department.
Project Participation: Solution consulting and project participation or leadership.
Stakeholder Communication: Interface with local management and end users to represent the central IT organization.
Infrastructure Support: Act as the hands-on support for central IT infrastructure teams.

20. IT Support Analyst Overview

Device Support: Deployment, configuration, and 2nd/3rd level support of mobile devices, printers, PC/laptop hardware, PC/laptop operating system, and standard productivity software for internal IT users at locations within a geographic Zone.
Process Management: Follow standard ITSM processes of Asset Management, Change Management, Incident Management, Request Management, Problem Management, and Project Management to serve internal IT users and drive high performance against operational metrics.
User Enablement: Share information about best practices with internal IT users to increase user satisfaction and productivity.
Lifecycle Management: PC Lifecycle Management, including Provisioning, Asset Management, and Disposal.
Infrastructure Support: Participate in application, infrastructure, security, and OpEx initiatives and support activities related to site infrastructure that require physical on-site presence, interaction with site personnel, and/or expertise about site-based IT systems.
Smart Hands Support: Provide “smart hands” and eyes support for other infrastructure located outside of the Data Centers on behalf of the Infrastructure SME teams.
System Support: Assist with the support of various site-based IT systems that are not supported by Enterprise IT teams.
Issue Resolution: Participate as part of a team related to troubleshooting and resolution of larger IT System issues.
Root Cause Analysis: Participate in efforts related to Root Cause Analysis and Problem Management.
Process Improvement: Identify opportunities for process and technology improvement.
IT Liaison: Liaison between IT and internal IT users to drive IT standards and assist with resolving serious IT infrastructure issues.
Audit Participation: Participate in internal audits related to IT processes, procedures, and systems.
Budget Management: Influence IT budgeting, forecasting, and spending for SIS and Site IT budgets.

21. IT Support Analyst Duties

Technical Support: Providing hardware, software, network, and server support for mostly Windows and some Mac devices.
System Deployment: Desktop and laptop imaging and software deployment, in addition to VOIP phone deployment.
User Administration: Maintaining users, groups, and DLs.
Mobile Device Management: Managing Apple, Android, and other mobile devices.
Procurement Management: Managing the IT purchasing workflow.
Trading Support: Supporting trading floor and broker desk technology, including turret phones, tablet computers, wireless networking, proprietary tools, and data display support.
Documentation Management: Effectively documenting and publishing role and team responsibilities, and repeatable processes.
Performance Reporting: Reporting on local support queue statistics and ensuring tickets are closed promptly.
Process Improvement: Improving processes and introducing superior technology.
Professional Development: Taking the initiative to learn and perform the EUC Engineer core duties.

22. IT Support Analyst Responsibilities

Incident Management: Be responsible for logging, assignment, and timely resolution of incidents, problems, and service requests, escalating when necessary.
Hardware Provisioning: Providing new/reimaging of existing hardware.
Access Management: Granting/revoking access to networked resources.
Service Improvement: Proactively identifying and proposing opportunities to improve IT offerings to the end user.
Business Communication: Communicating to the business any IT issues, planned downtime, or planned improvements.
Asset Management: Maintaining the departmental Asset Register.
Documentation Management: Creating, contributing to, and updating departmental Wiki and associated documentation.
Reporting Support: Providing accurate content and input for departmental reports.
Lifecycle Management: Identifying equipment approaching the End of Life with a replacement view.
Infrastructure Monitoring: Proactively monitoring infrastructure to pre-empt service-impacting issues, including completion of daily checks.
Network Maintenance: Troubleshooting and maintaining networking hardware, including patching.
Change Management: Participating in the Change Approval Board, submitting, presenting, and implementing IT changes.
Vendor Coordination: Working with suppliers to ensure good operation of the hosted infrastructure.

23. IT Support Analyst Job Summary

Technical Support: Resolve IT issues across a wide range of technologies and applications.
Quality Assurance: Ensure workflows, processes, tooling, and applications are of the highest quality standard.
Process Improvement: Identify and enact process and technical improvements, including automation.
Incident Leadership: Leadership, crisis management, production incident management, and production release management.
Incident Management: Manage production incidents and work with different stakeholders to prioritize the incidents.
Issue Resolution: Drive production incidents to resolution.
Product Management: Contribute expertise to the management of existing and new IT products and services.
Knowledge Management: Define and document workarounds for known errors and initiate process improvements.
Cross-Functional Collaboration: Work in close collaboration with business and application development teams.
Service Stability: Ensure production stability and availability for key operational business processes.

24. IT Support Analyst Accountabilities

Problem Diagnosis: Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems.
Issue Classification: Determine the source of problems and classify their level, priority, and nature.
Device Support: Configure, deploy, maintain, troubleshoot, and support computer workstations, laptops, printers, mobile devices, phones, and other computer and telecommunications equipment.
Software Installation: Install and support PC desktops, Windows laptops, iPads, iPhones, and software.
User Assistance: Suggest alternative methods of completing tasks, correcting user errors, and system inconsistencies to improve the team's function.
Software Management: Maintain inventory of installed software, manage software licensing, and create policies and procedures for upgrades.
System Integration: Ensure computers interconnect seamlessly with diverse systems.
Documentation Management: Document procedures, standards, best practices, configurations, settings, installation sequences, and back-out instructions.

25. IT Support Analyst Functions

Fault Management: Dealing with incoming faults in a professional, courteous manner over the phone and via email.
Incident Ownership: Taking ownership of faults and managing them logically and methodically.
Incident Logging: Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures.
Diagnostics Support: Conducting full and thorough diagnostics with end users to enable first point of contact fault resolution.
SLA Compliance: Ensuring all faults are progressed and cleared within SLA, escalating to other internal and external teams.
Lifecycle Management: Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
Problem Resolution: Diagnosing and resolving problems to the customer's satisfaction.
Skill Development: Maintaining and developing one's own knowledge and skills to assist with first-time fault resolution.

26. IT Support Analyst Job Description

Issue Escalation: Identifying and escalating repeat issues or service risks into service management teams
Task Management: Managing several scheduled tasks for customers, designed to ensure that the customers' systems remain operational
Quality Assurance: Ensuring consistent quality of ticket logging, communication, and fast resolution of issues, following ITIL standards
Request Handling: Responding to and triaging service desk requests logged via a global ticketing system (ServiceNow)
Vendor Coordination: Liaising with vendors to arrange the repair or replacement of printers, laptops, and audio-visual equipment
Desktop Support: Providing general desktop support to the user base via phone, email, and desk-side support
Device Maintenance: Installing, configuring, and troubleshooting printers, room booking systems, Android devices, iPhones, and iPads
Server Maintenance: Server room clean-up and upkeep, including cabling
Administrative Support: General officing, technical, and administration support

27. IT Support Analyst Details and Accountabilities

Location Representation: Acting as the Location representative of Hydro Shared Services IT professionals towards the location Business Customers for any such computer systems
System Installation: Installing or participating in the installation of computer hardware, operating systems, applications, and any other IT infrastructure components used at the locations
System Monitoring: Monitoring and maintaining location-specific computer systems, networks, and Applications with compliance with Central and Local IT Operational processes
Incident Resolution: Taking an active part in the incident resolution flow through a series of actions
Global Collaboration: Working with global support teams to resolve both IT infrastructure and application-related issues
Change Management: Taking part in the IT systems change management flow
Issue Troubleshooting: Troubleshooting IT Infrastructure incidents and application errors, diagnosing and solving hardware/software faults
Hardware Maintenance: Replacing parts and maintaining user accounts within the locally supported Applications
Documentation Management: Maintaining location-specific IT documentation, keeping SW licenses and HW inventory up to date
Application Support: Providing IT infrastructure support for and taking part in the roll-out of new Applications
Work Prioritization: Prioritizing work and, in general, operating in compliance with the IT Service Level Agreement
Policy Compliance: Complying with IT and controlling policies in new HW or SW acquisitions at locations
Directory Maintenance: Maintaining the location-specific part of the Active Directory
Security Compliance: Complying with Global IT Architecture, Global and Local Operational, and Global IT Security processes and policies

28. IT Support Analyst Additional Details

Customer Support: Serve as a single point of contact for customers seeking technical assistance.
Issue Resolution: Provide a high-level resolution, responding to IT issues, hardware maintenance, software, networking, etc., and implement remote remedies
User Interface: Provides an effective interface with users, ensuring all diagnostic information is provided for error resolution and incident analysis
Software Support: Assist with the implementation and ongoing support of new software and features.
System Configuration: Modify configurations, utilities, software, etc.
Asset Management: Ensure that asset information is reviewed and kept up to date.
Problem Guidance: Guide customers through the problem-solving process, directing unresolved issues to the next level of support personnel.
Product Knowledge: Provide accurate information on IT products or services.
Ticket Management: Ensure all tickets and configuration items are updated within the service management toolset
Customer Communication: Follow up and update customer status and information
Feedback Handling: Pass on any feedback or suggestions from customers to the appropriate internal team
Process Improvement: Identify and suggest possible improvements to procedures

29. IT Support Analyst Essential Functions

Workstation Support: Support of approximately Windows and Mac workstations environment and troubleshoot all technical issues related to standard desktops and Active Directory.
On-site Support: Additional local on-site IT support that could include conference room setup, networking issues, server rack maintenance, and project work
System Deployment: Deployment of workstations and software, as well as management of their patches and security updates.
Procedure Documentation: Create, maintain, and document procedures related to the environment and global IT support.
System Engineering: Serve as primary system engineer, including creating packages, polices, and managing infrastructure.
Ticket Management: Monitor and triage all support tickets within the business while working with internal IT support staff to prioritize and resolve them in an efficient manner.
Request Resolution: Monitor and resolve all support requests
Employee Onboarding: On-board new hires by ensuring workstation setups are pre-deployed and ensuring new accounts have been set up in various platforms such as Zoom, PagerDuty, Trello, and Okta.
Account Management: Manage the group membership and provide day-to-day troubleshooting.

30. IT Support Analyst Role Purpose

User Training: Coordinates training and orientation for new technology users and helps them become familiar with equipment and systems
Technology Management: Ensures all users benefit from effective technology and efficient Internet access, and continually assesses needs and requirements
Technical Support: Organizes support, troubleshooting, and repair for IT equipment
Security Monitoring: Monitors online security for users and networks and takes appropriate steps to address security breaches
Continuity Planning: Develops and maintains business continuity plans for key sites and personnel
Colleague Support: Provide technical support for colleagues across all offices
Cloud Support: Support of Cloud Infrastructure solutions, including Virtual Machines and SaaS offerings
Security Improvement: Apply security fundamentals and best practices to improve security infrastructure, policies, and procedures

31. IT Support Analyst General Responsibilities

System Optimization: Support and optimization of Internal Systems
Technical Guidance: Provide technical guidance for onboarding new environments
Request Management: Responds quickly to support requests and manages these requests in the Help Desk ticketing system (SLA's) as they progress towards resolution.
Problem Analysis: Identifies recurring problems, works with the team to identify the root cause, then plans and executes the necessary steps to eliminate the possibility of recurrence
Documentation Creation: Assist in the creation of How-to, FAQs, and other related documentation
Device Configuration: Configure laptops and devices for new and existing employees
Employee Onboarding: Assist in technology onboarding for new employees
Inventory Management: Track inventory information as it relates to technology equipment and accessories, and assist in ordering additional equipment
After-Hours Support: Provide support coverage during non-business hours

32. IT Support Analyst Key Accountabilities

Global Support: Providing global support to the business (calls may be received across the EU, the US, and APAC).
Technical Assistance: Perform technical support functions via phone, remote connection, and desk-side visits
Incident Logging: Log calls in the Service Desk management tool to ensure incidents and requests are managed promptly and escalated using the correct procedures.
Issue Closure: Close calls when a satisfactory resolution has been achieved
Fault Diagnosis: Correctly diagnose software and hardware faults and liaise with 3rd party engineers.
Incident Monitoring: Incidents should be carried out within reasonable time scales and monitored to resolution
Major Incident Management: Identify major support incidents and liaise with support teams, following the Major Incident process
Hardware Support: Build and support laptops, desktops, printers, and remote devices such as iPhones
Issue Escalation: Inform the Service Desk Manager of any escalating support issues so that they may be resolved within reasonable time scales
Account Management: Assist with user account management
Asset Administration: Administer IT asset inventories, ensuring records are kept fully up to date
Knowledge Management: Produce and maintain technical documentation and articles for the knowledge base

33. IT Support Analyst Responsibilities and Key Tasks

System Maintenance: Installation, maintenance, and repair of desktop/laptop computing systems.
System Administration: Support and administration of Windows, Mac OSX, and Linux systems.
Issue Troubleshooting: Diagnose, troubleshoot, and repair computing-related issues.
Issue Escalation: Escalate to senior team members
Software Support: Support for all corporate productivity software (Microsoft Office, including Access, Word, Excel, PowerPoint, Exchange, Outlook, Exchange, Photoshop, and Acrobat)
Application Support: Support centrally managed systems and in-house applications.
User Assistance: Installation, troubleshooting, and user assistance and training.
Backup Management: Installation, configuration, and maintenance of backup software on all desktop/laptop computing systems.
User Training: Educate and train employees on proper computing techniques and the use of applications.
Administrative Support: Assist system administrators with basic support and administrative tasks, including account creation, system monitoring, processing trouble tickets, resetting passwords, and remote access support.
Equipment Preparation: Prepare equipment for procurement, deployment, and asset inventory.
Device Configuration: Provide guidance for employees with installations and configurations of new desktop computer systems (Mac and PC), printers, scanners, smartphones, tablets, laptops, and other computing-related devices.
VPN Management: Assist users and manage VPN access for remote system access.
Ticket Management: Utilize the Remedyforce helpdesk ticket system to manage tasks, requests, incidents, problems, and approvals.

34. IT Support Analyst Duties and Roles

Ticket Management: Keep help desk inquiries and requests organized and up to date via the internal ticketing system (Jira Service Desk).
Employee Onboarding: Onboarding and off-boarding of new employees, temporary employees, vendors, and contractors.
Issue Escalation: Escalate complex problems to the next level of support
Employee Training: Provide IT or application training to employees to ensure they have the technological resources and knowledge of how to use those resources to accomplish their responsibilities.
Client Service: Provide excellent service to internal and external clients, ensuring they feel that their problems are understood and addressed with minimal impact on the clients’ productivity.
Process Documentation: Document support tasks and create processes in order to keep the IT team on the same page with how things are done, and ensure that processes can be repeated or trained to others.
Trend Analysis: Identify technological issue trends to proactively prevent problems and develop processes to resolve them.
Help Desk Response: Respond to help desk inquiries in a succinct and meaningful way.
Application Support: Resolve issues with Okta, GSuite, Atlassian, Slack, Zoom, Global Protect, etc.
Problem Resolution: Take corrective actions to solve problems promptly to achieve recovery with minimum impact on the customer.

35. IT Support Analyst Job Summary

Technical Support: Interprets problems and provides Tier 2 technical support by diagnosing the problem source through discussions with users.
Vendor Coordination: Coordinates with support and operations groups and/or with vendors to resolve problems for IT systems, client hardware, and software.
Objective Support: Support yearly alignment grid objectives and metrics for the Global IT EIS organization.
Project Coordination: Coordinates tasks for members on global ITCS projects.
Asset Management: Follows and assists with maintaining established asset management procedures to support standard hardware lifecycle refresh and desktop software copyright compliance.
Process Definition: Assists with defining customer support processes and procedures, defining general operations, problem management, and problem escalation.
Process Improvement: Participates in IT Support standardization and continuous process improvement efforts through daily activities and standard work.
Printing Support: Provides intermediate support for local, networked, and multi-function printing devices, including the creation and administration of print server queues.
Account Management: Provides account management support such as account creation, termination, and other management activities.
Security Administration: Installs, maintains, administers, and troubleshoots client security software and settings.
Secure Disposal: Ensures client hardware, software, and data are disposed of securely while achieving compliance and environmental goals.
System Maintenance: Configures, installs, and maintains client hardware and software, little to no supervision.

36. IT Support Analyst Functions

Knowledge Management: Contributes to the IT customer self-help knowledge base, department knowledge base, and IT documentation.
Request Review: Reviews service requests and gathers additional information, and documents it in the request/email before assignment to support staff or escalation.
Issue Diagnosis: Diagnoses the problem source through discussions with users.
Vendor Coordination: Coordinates with support and operations groups and/or with vendors to resolve problems.
Customer Satisfaction: Ensures customer satisfaction through problem resolution and follow-up.
Automation Design: Participates in designing automated solutions for technical problems and manual processes.
Team Collaboration: Participates as a team member in global problem-solving and decision-making.
Team Leadership: Leads and facilitates IT Team meetings, coordinates tasks for members on global ITCS projects.
Mobile Support: Provides support for mobile devices, including setup, deployment, and basic MDM (mobile device management) knowledge and administration.
Enterprise Communication: Communicates and participates at both a local and enterprise level.
Telecom Administration: Provides telecom support and administration.

37. IT Support Analyst Overview

SharePoint Support: Provides basic levels of SharePoint support.
Project Management: Understands project management skills/techniques used to manage operational projects through to completion.
Process Improvement: Participates in the continuous improvement of the ITCS procedures, standard work, and IT request management system.
Team Supervision: Assists with interviewing and providing direction to subcontractors, interns, and consultants.
Operational Leadership: Provides direction and participates in the continuous improvement of the ITCS procedures and standard work.
Career Development: Takes control of career development path by establishing personal goals and objectives.
Team Leadership: Leads and facilitates IT Team meetings.
On-Call Support: Participates in on-call support rotation.
Policy Compliance: Understands, explains, and adheres to policies, procedures, and standard work practices.
AV Support: Provides audio and video support for collaboration tools and conference rooms.
Technology Evaluation: Assists with analyzing and testing new technology for potential enterprise adoption.
Staff Coordination: Assists with interviewing and providing direction to subcontractors, interns, and consultants.

38. IT Support Analyst Details and Accountabilities

Request Management: Manage user requests both for day-to-day issues, user training, new implementation, working with the TEIS team, and the partners.
User Support: Provide local support for Site users and remote support for any other site in EMEA.
Policy Compliance: Respect and apply IT policies within the areas of IT Security, IT Changes, IT Operations Management, and Disaster Recovery.
Infrastructure Support: Provide IT support for the Financial Shared Service Center and all onsite infrastructure-related items (PCs, printers, network) and software (Microsoft applications, Cloud).
Security Management: Be responsible for Virus protection, data backup, documentation, license management, reporting, and compliance.
Server Administration: Assist with server installation and administration in cooperation with the business partner.
Network Installation: Assist with network (LAN) installation (Router, Firewalls, Aruba WiFi, etc.).
Domain Administration: Domain administration (Active Directory, Group Policy, User and Group permission administration).
SharePoint Maintenance: Intranet and SharePoint administration and maintenance.

39. IT Support Analyst Essential Functions

User Support: Manage and troubleshoot on-premises and remote end-user requests and support issues in an Active Directory and hybrid Exchange/Office 365 environment.
Customer Service: Create a positive customer support experience and build strong relationships by communicating progress on user support issues, resolving or escalating issues promptly, and handling customers in a consummately professional manner.
Incident Management: Log, address, and resolve all incidents and requests.
Issue Escalation: Engage other service desk resources or service resources to resolve incidents beyond the scope of responsibility.
Follow-Up Coordination: Follow up with other IT staff to ensure incidents are resolved, requests are filled, and the customer communication process is complete.
Technology Research: Research and evaluate new technologies, and keep current regarding new hardware and software products.
Staff Support: Respond to inquiries from National staff.
On-Call Support: Provide on-call coverage on a rotational basis.

40. IT Support Analyst Roles and Details

IT Governance: Ensure compliance with IT governance requirements, initiatives, and practices through promotion and consistent operation of controls in the execution of daily responsibilities.
System Maintenance: Maintain computer systems, currently running on Windows Server 2008/2016 and Windows 10, including backups, restoring, and storage, and monitoring procedures.
Data Security: Monitoring and maintaining systems to guarantee the integrity and security of company data.
Network Maintenance: Maintenance and upkeep of networking infrastructure.
Service Management: Managing and ensuring 1st-class service levels are provided to support all customers.
Asset Tracking: Tracking and updating hardware, software, and contract information within the corporate configuration management database.
Technology Operations: Be responsible for the implementation, daily operation, support, integrity, and security of the technology and data that support and enable the business operations.
Directory Support: Supports active directory (creating and modifying GPOs and VB scripts), email systems (i.e., Office 365).
Network Troubleshooting: Identifying and correcting LAN and WAN issues.
ERP Support: Monitor and maintain the ERP systems support queues with an aim to align response times with team SLA's and deliver a consistently high-quality level of service.
Issue Resolution: Engage and communicate with internal and external resources and users to resolve issues.
Request Management: Identify user issues that require support and request redirection of those that do not to the appropriate team.
Code Support: Provide fixes for specific code and submit for Testing/QA/deployment.

Relevant Information

What Does An IT Analyst Do?

What Does An IT Associate Do?

What Does An IT Support Engineer Do?

What Does An IT Support Manager Do?