Incident & Support Analyst

Job Details

The Role

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).

 The Work - 

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.

The Must-Haves - 

- Proven experience in a technical support role, preferably in incident management or help

desk support and if containing knowledge on Kubernetes environment will be a plus point.

- 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.

Over the years, we’ve discovered that the most effective and successful associates at apexanalytix are people who have a specific combination of values, skills, and behaviors that we call “The apex Way”. Read more about The apex Way - https://www.apexanalytix.com/careers/

Benefits

At apexanalytix we know that our associates are the reason behind our successes. We truly value you as an associate and part of our professional family. Our goal is to offer the very best benefits possible to you and your loved ones. When it comes to benefits, whether for yourself or your family the most important aspect is choice. And we get that. apexanalytix offers competitive benefits for the countries that we serve, in addition to our BeWell@apex initiative that encourages employees’ growth in six key wellness areas: Emotional, Physical, Community, Financial, Social, and Intelligence.

With resources such as a strong Mentor Program, Internal Training Portal, plus Education, Tuition, and Certification Assistance, we provide tools for our associates to grow and develop.