What does an IT Support Analyst do?
Published 4 min read
An IT support analyst provides technical assistance to computer users and helps resolve computer problems. They may work in-house for a company or be employed by a computer support service. The job duties of an IT support analyst include answering user questions, troubleshooting computer problems, and providing training and guidance on using computer software and hardware.
IT Support Analyst job duties include:
- Providing first line support for IT systems and applications
- Analysing and resolving technical problems
- Diagnosing hardware and software faults
- Logging and managing calls using a call logging system
- Updating call records and problem documentation
- Monitoring systems to identify potential issues
- Undertaking small changes to IT systems and applications
- Liaising with 2nd line support and other IT staff on more complex problems
- Escalating calls to 3rd line support where necessary
- Providing training and support to end users on IT systems
IT Support Analyst Job Requirements
The job requirements for an IT Support Analyst vary depending on the employer, but usually include at least a bachelor's degree in computer science or a related field. Many employers also require certification, such as the Microsoft Certified Solutions Associate (MCSA) or CompTIA A+. In addition, employers often prefer candidates who have several years of experience working in IT support or a related field.
IT Support Analyst Skills
- Troubleshooting
- Customer service
- Help desk support
- Technical support
- Systems analysis
- Information technology
- Active Directory
- Windows Server
- Network administration
- Virtualization
- Cloud computing
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How to become an IT Support Analyst
The first step to becoming an IT support analyst is to have a basic understanding of computer hardware and software. This can be obtained by taking a course at a community college or online. Once you have this understanding, you will need to be able to troubleshoot common problems that users have with their computers. To do this, you will need to be familiar with the operating system that the user is having problems with.
If you want to become an IT support analyst, you should also have good customer service skills. This is because you will be dealing with people who are having problems with their computers. You will need to be able to communicate with them in a way that they can understand. You should also be patient and understand that not everyone is as tech-savvy as you are.
Once you have the necessary skills, you will need to find a job in an IT support role. You can do this by searching online or in your local newspaper. Once you find a job, you will need to complete an application and submit a resume. After you are hired, you will need to complete on-the-job training. This will teach you how to use the specific tools and software that your company uses.
Becoming an IT support analyst can be a rewarding career. You will be helping people solve their computer problems and making their lives easier. If you have the necessary skills and are willing to put in the work, then this could be the perfect career for you!
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