Role: Request Analyst

The Request Analyst, being in most instances the 1st line support professional, is the primary contact person for the customers and functions as a hub between the customer organization and the IT organization. He/she is in most cases the owner of the incidents and therefore responsible for creating the incident tickets and coordinating their resolution.

Synonyms: Service Desk Analyst

Role Sets: Request Fulfillment Roles

Responsibilities

Receive contact from customer
Collect basic contact information
Collect request information from customer
Analyze request information
Transfer contacts to external incidents if appropriate
Open new or update existing request tickets
Verify customer and basic information and update user profile information, as required
Identify request type (e.g. request for service, request for information, incident etc.)
Gather the appropriate information for the type of request
Assess impact and urgency of requests
Identify appropriate assignment (includes linking to existing problems or requests, if applicable)
Resolve request
Assign unresolved requests to the appropriate Subject Matter Expert/Service Owner
Inform the customer/user of the status of an existing request, upon request
Confirm request status and resolution with customer
Determine customer satisfaction with request handling
Update and close request ticket
Close incidents with customer agreement
Initiate escalations