Behind the Scenes: What Does a Problem Analyst Do?

In any busy IT service environment, issues can stack up quickly. But what happens when the same issue keeps coming back?… That’s where a Problem Analyst steps in.

What is a Problem Analyst?

A Problem Analyst is responsible for identifying recurring issues across clients that share the same root cause but lack a lasting resolution. It’s a role focused on digging deeper: spotting trends, analysing problems, and managing the resolution process through to completion.

The work typically falls into three key areas: Trend Review, Problem Analysis, and Case Management.

The Process

Stage One: Trend Review

The first step in the process is a trend review. This involves examining case data from a client over a defined period. This could range from just a few weeks to up to six months.

Each case is categorised based on the type of issue, and once all cases are reviewed, the most frequent issues are grouped as potential “trends.” These trends are then passed on to the next phase of investigation.

Stage Two: Problem Analysis

Once the most common trends are identified, the next step is to determine whether these repeated issues stem from the same or a similar root cause.

The scope of a trend varies by client, with some trends involving just four or five cases, while others might include twenty or more. The analysis looks at previous attempts to fix the issue and tries to identify patterns – such as a specific device or application consistently failing.

If a recurring root cause is confirmed, a formal problem case is created to initiate a long-term solution.

Stage Three: Case Management

Problem cases are distinctly tagged within the system to separate them from regular service desk cases. It’s then the Problem Analyst’s job to assign these to the right engineer – often the most qualified or experienced team member available.

Once assigned, the case is actively monitored by the Problem Analyst to ensure it’s being worked on, updated regularly, and progressing toward resolution. Once resolved, the information is retained for future reference, helping to quickly address similar issues if they reappear.

Why Does This Matter?

The biggest benefit to clients? Fewer recurring issues. When root causes are properly identified and resolved, the same problems stop popping up repeatedly. For example, in the last quarter alone, 43 problem cases were resolved, resulting in a reduction of around 200 repeat cases across the Service Desk and more operational uptime for clients.

Here are the key benefits of having a dedicated Problem Analyst:

• Case reduction – Less time spent on the same issue again and again

• Faster response times – With fewer recurring problems, engineers can prioritise more urgent or complex cases

• Proactive service – Trends are identified before they become major disruptions

• Better resource allocation – Teams can focus on improvements instead of firefighting

• Improved user satisfaction – Quicker fixes, fewer disruptions, and long-term resolutions

One-Off or Ongoing Problem?

So how do we determine whether something is a one-time glitch or part of a bigger problem?

It comes down to data. If a specific issue appears only once during a reporting period, it’s likely to be a one-off. But if the same issue appears 10 times or more, it’s flagged for further analysis.

There are exceptions. Sometimes smaller issues (e.g. just a few cases) occur repeatedly over several months. Because trend reports are compiled regularly, we can compare data across time periods to spot these smaller but persistent problems before they fall through the cracks.

Even individual user problems can be flagged. If one user has a consistently recurring issue, a problem case can still be raised and tracked accordingly.

From Trend to Resolution

Once a trend is identified as a problem, a dedicated problem case is created and tagged in the system. It’s then assigned to the most appropriate engineer, with escalation to senior engineers if needed.

Although the engineer is responsible for the technical resolution, the Problem Analyst remains closely involved—tracking the progress and ensuring updates are provided as needed. Once the issue is resolved, the case is closed, but the data remains available as a reference point for the future.

In short, the Problem Analyst role is a critical part of proactive IT service. By identifying and solving recurring issues at the root level, we can save clients time, reduce frustration, and deliver smoother, more efficient support experiences.