IT Service Support Analyst
About The Position
The IT Service Support Analyst provides hands-on technical and service support to business teams, helping install, configure, administer, and maintain IT services. The role handles incidents and requests efficiently in accordance with service-level agreements and customer-satisfaction expectations. The analyst diagnoses and resolves technical issues, coordinates service activities with internal teams and external suppliers, and works across established IT service-management processes. The position also contributes to reporting, policy and process reviews, and practical service improvements to support a consistently positive customer experience.
Requirements
- A bachelor's degree in computer science, engineering, information technology, information systems, business, or a related discipline, plus at least two years of relevant experience; alternatively, high school education combined with relevant professional experience.
- Relevant vocational qualifications or certifications applicable to IT service support.
- Previous experience supporting IT service delivery.
- Experience working with external suppliers and supplier-provided solutions.
- Experience providing technical customer service or consulting in a quality- and compliance-focused environment.
- Curiosity, structure, and persistence when addressing technical problems.
- Ability to communicate technical information clearly to colleagues with different levels of IT knowledge.
- Ability to take ownership of incidents and service requests from initial contact through resolution or escalation.
- Ability to balance speed, quality, compliance, and customer satisfaction.
- Confidence working with internal teams, external suppliers, and geographically distributed stakeholders.
- Organization and ability to manage multiple priorities and support channels.
Nice To Haves
- Experience working in a global organization with geographically dispersed teams and stakeholders.
- Previous experience in a customer-service environment or another service-oriented delivery role.
Responsibilities
- Deliver day-to-day technical and service support, including installation, configuration, administration, and maintenance of IT services.
- Diagnose and resolve technical issues independently, escalating complex problems when needed.
- Support colleagues and customers through multiple communication and service channels.
- Gather internal customer requirements and help coordinate planned activities and services.
- Manage work in accordance with incident, request, problem, change, knowledge, and release-management processes.
- Monitor service delivery against relevant SLAs and customer-satisfaction expectations.
- Review policies and processes, identify opportunities for improvement, and recommend practical changes.
- Analyze issues across IT services and prepare reports to support decision-making and continuous improvement.
- Coordinate logistics and service activities with third-party suppliers and service providers.
- Build effective working relationships with internal IT teams, business stakeholders, service providers, suppliers, and external networks.
Benefits
- Eligibility for short-term incentive bonuses.
- Equity-based awards for salaried roles.
- Qualified retirement programs.
- Paid time off, including vacation, holidays, and leaves.
- Health coverage.
- Dental coverage.
- Vision coverage.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
