Role: Incident Analyst

The Incident Analyst, being in most instances the 2nd line (or higher) support professional, is the subject matter expert of one or more competency domain(s). This role is responsible to quickly provide a good analysis of an incident and/or a solution to it in order to restore the disturbed service as soon as possible. Incidents are typically assigned to the Incident Analyst by Request Fulfillment.

Synonyms:

May also be referred to as:

First line, second line, or third line of support
Level 1, Level 2, or Level 3 support

Role Sets: Incident Management Roles

Relationships


Additionally Performs	Determine How to Apply Resolution Provide Information to Requestor Perform Resolution for Requestor Step Through Resolution with Requestor Initiate Change Request Validate Service Recovery Open Problem for Recurring Incidents Provide Early Life Support
Modifies	Incident User Input Workaround/ Fix Incident Information Incident Management Evaluation

Main Description

Responsibilities

Determining what is required to restore the service and initiating the appropriate action. The actions may include the following:

Performing incident determination
Creating a workaround
Initiating a change request
Executing a workaround, if applicable
Installing a permanent fix for the incident
Executing a resolution, if applicable
Updating the incident reporting system with resolution information
Providing effective resolution to the incident in accordance with the priority service level
Updating the closure portion of the ticket
Identifying resolved incidents as candidates for inclusion in the Operational Documentation

Staffing

Synonyms

May also be referred to as:

First line, second line, or third line of support
Level 1, Level 2, or Level 3 support