IT Support Analyst

IT Support Analyst Job Description Template

Our company is looking for a IT Support Analyst to join our team.


  • Resolving or escalating all assigned support queries in accordance with the SLA;
  • Work on and update helpdesk incidents;
  • Work on projects, update project management system with task updates;
  • Provide customer 1st and 2nd line support;
  • Deal with all queries, incidents coming through and provide solutions where possible, owning the resolution of each customer query;
  • Updating the Feedback and Support portal with ticket progress;
  • Supporting a Windows environment;
  • Suggest recommendations for improvements, upgrades, patches, applications and equipment;
  • Ensuring the enforcement of IT policies and procedures;
  • Using the ticketing system to log, work and resolve requests;
  • Accountable to the IT Manager for efficiently dealing with support requests within SLA timeframes;
  • Offering support and training with new devices and software;
  • Liaising with suppliers for support & warranty claims and other service issues;
  • New computer ( desktop and laptop ) builds;
  • Assisting in desk and office moves when required.


  • Active Directory;
  • Basic understanding of SQL databases;
  • Supporting the business out of hours 6pm – Midnight rota basis (Mon-Fri);
  • Participate in ad-hoc support requests, Desk moves, Desk side support;
  • Incident, Problem and Change Management;
  • Demonstrable understanding of and interest in IT / Technology;
  • Office365;
  • ITIL v3 Foundation or higher;
  • Understand the need for accurate record-keeping of tickets and assets,
  • Good network knowledge (WAN / LAN);
  • Proficient to creating Standard work instructions;
  • Experience of supporting mobile phones and mobile device management systems;
  • Providing 1st line support;
  • Understanding of MAC OSX & iOS (including MDM tools);
  • Knowledge of the relevant security protocols and network/cyber security.