IT Team Roles
Role definitions and responsibilities
Team Structure
Our 6-person IT team is structured to provide comprehensive support across all ITIL processes. Each role has specific responsibilities while maintaining collaborative workflows for optimal service delivery.
Role Definitions
L1 Support Analyst
First line of support for incident handling and basic service requests
Key Responsibilities:
- Initial incident triage and categorization
- Basic troubleshooting and resolution
- User communication and status updates
- Escalation to L2 when required
- Knowledge base maintenance
L2 Support Analyst
Advanced technical analysis and complex incident resolution
Key Responsibilities:
- Complex technical troubleshooting
- Cross-system issue analysis
- Root cause investigation
- Knowledge transfer to L1
- Vendor coordination
Developer
Custom application support and development requests
Key Responsibilities:
- Application-specific incident resolution
- Code fixes and patches
- Integration troubleshooting
- Development service requests
- Technical documentation
Business Analyst
Process optimization and requirements analysis
Key Responsibilities:
- Process improvement initiatives
- Requirements gathering and analysis
- User training and support
- Business process documentation
- Change impact assessment
ERP Trainer
ERP system support and user training specialist
Key Responsibilities:
- ERP system troubleshooting
- User training and onboarding
- Process documentation
- System optimization
- ERP-related service requests