Service Support Analyst Job Description

Service Support Analyst Job Description

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Service support analyst provides technical leadership and guidance for Server & Database administration; platform management (OS, hardware storage, configuration, maintenance) and support.

Service Support Analyst Duties & Responsibilities

To write an effective service support analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included service support analyst job description templates that you can modify and use.

Sample responsibilities for this position include:

Proficient tracking of all calls via service desk software (Remedy)
Manage production jobs in the AS400/JDE environment using Help Systems Robot Job Scheduler (job automation software)
Various administration tasks including presentation development, trends assessments, shift coverage scheduling
Define partner project requirements (in collaboration with the AM)
Recording all details during Incident Management bridge calls and supporting Level 1/Level 2 Incident Managers when requested
Documenting the timeline of key elements during an Incident, with clear status and ownership to aid the problem management process
Providing communication, through verbal or written updates to Incident Managers
Contacting resources to participate in conference calls, when requested by Incident Managers
Reporting weekly, monthly, quarterly and yearly key performances indicators
Creating reports on a regular basis for Senior Management and Incident Managers internally

Service Support Analyst Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Service Support Analyst

List any licenses or certifications required by the position: ITIL, KCS, HDI, CCNA, APICS

Education for Service Support Analyst

Typically a job would require a certain level of education.

Employers hiring for the service support analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Communication, Networking, Guidance, Business, Technical, Information Systems, Information Technology, Hospitality, Computer Science, Education

Skills for Service Support Analyst

Desired skills for service support analyst include:

Networking
PC technical support
Systems administration
Client server technology
Database technology
Relevant applications and development life cycles
Windows and Mac OS
Conferencing facilities
ITIL and IT Service Management best practices in general
Microsoft Exchange concepts and administration

Desired experience for service support analyst includes:

Customer Service background is desiredCertification(s) and/or
BS Degree and
Work experience (3-5 Years)Education may be used to substitute a portion of other core competency requirements per hiring manager's discretion
Experienced with Infrastructure components and the integration into application architecture
2-3 years knowledge of a Service Desk Environment
Technical knowledge / awareness

Service Support Analyst Examples

1

Service Support Analyst Job Description

Job Description Example
Our company is looking to fill the role of service support analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service support analyst
  • Participate in the design and tool selection process for the field staff deployment monitor
  • Assists in the collection, consolidation and interpretation of data required to support Service processes and tools
  • Gathers, analyzes, and documents current business practices and needs to identify efficiencies, alternatives, and gaps
  • Prepares analytical and interpretive reports for management and continuous improvement efforts
  • Assists in the improvement of existing tools, and in tools used to analyze and reconcile warranty costs including supplier recovery and Partnership agreements
  • Reacts to system or process issues by contacting responsible technical contacts or reports process problems to global
  • Analyze, design, code, test and document programs and enhancements
  • Assist with defining and meeting business requirements
  • Prepare detailed software specifications
  • Expertise in open systems development using Java, J2EE and Struts are required or training
Qualifications for service support analyst
  • Ability to analyze data, work with spreadsheets and translate these into operational documents (PowerPoint, Adobe.....)
  • Work to specific timescales to ensure projects are supported and delivered on time
  • Possesses individual drive to succeed & able to deal with conflict or resolve situations when required
  • Experience with systems monitoring with products like HP SIM, VMware Virtual Center, Foglight, Netfinity, Tivoli, HP OpenView, SCOM
  • The jobholder is directly responsible for the work requests assigned to him/her
  • The role holder may be required to be proficient in multiple languages the local language and the language of some or all of the other countries they are supporting
2

Service Support Analyst Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of service support analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for service support analyst
  • Provide program and system level estimates
  • Conduct code walkthroughs to assure quality of programs developed by other associates
  • Provide system support, including on-call pager rotation
  • Diagnose & troubleshoot on HP/Dell Notebooks/ Desktops hardware issues & liaise with Hewlett Packard or Dell vendors for new hardware parts replacement if found faulty
  • Setup, Configure & Troubleshooting on HP printer hardware issues (webjet administration)
  • Perform hardware replacement/upgrades on desktops and notebooks
  • Configure & troubleshoot on VPN, Remote Access & Wireless issues
  • Virus detection and removal using Symantec AntiVirus
  • Commit to the incident and standard request tickets and resolve according to SLA
  • Configures and installs microcomputers, workstations, thin clients and/or peripheral equipment
Qualifications for service support analyst
  • General knowledge of IBM Mainframe JCL, COBOL, IMS DC/DB, DB2
  • Basic understanding of Warehousing Processes
  • Basic understanding of ERP systems
  • General knowledge of SAP
  • Maintain exceptional knowledge and understanding of all processes, tools, technology related to the role
  • Provide courteous, efficient, and professional customer service to ensure inquiries, problems and issues are resolved promptly and effectively under all conditions
3

Service Support Analyst Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of service support analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for service support analyst
  • Proactively engage and communicate clearly with clients to understand issues and enhance their productivity through technology and exceptional client service
  • Work closely with internal business units or external party deliver consistent high quality service to our clients
  • Conduct VPN and mobile device support for remote access
  • Conduct Software/Hardware desktop maintenance, procurement, Inventory and overall desktop management
  • Distribute and evaluate software package with a coordination with the regional/global team
  • Perform regular Systems monitoring and checks (applications and infrastructure)
  • Document/implement local and global projects
  • Support BCP/DR
  • Provide technical support/training for all clients
  • Raise Requests and perform Incident management, Problem and Change management for all issues
Qualifications for service support analyst
  • Prioritize activities to ensure time invested is appropriate to the severity of users impact
  • Ensure prompt and timely updates to service issues, and follow through on outstanding problems
  • Act as an information source to colleagues, business partners and suppliers
  • Maintain a secure work environment and ensure adherence to notification and escalation processes
  • Highly organized, self-motivated, results driven, and able to work independently with multiple teams
  • Proficiency with the Microsoft Office Suite of tool
4

Service Support Analyst Job Description

Job Description Example
Our innovative and growing company is hiring for a service support analyst. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for service support analyst
  • Require to attend some conference calls, frequently scheduled in early morning/late night due to global involvement
  • Build a machine with Windows 10/Office 2016 (Desktop/Laptop)
  • Configure the machine based on the user requirements (install/configure)
  • Schedule/Replace the user machines (Pre/Post Migration Task
  • Follow-up/Support the other regional team for remote support if needed pertaining to this project
  • Define what should be measured
  • Define what can be measured
  • Gather the data
  • Process the data
  • Analyze the data
Qualifications for service support analyst
  • Capable Influencer
  • Active Final Secret clearance is required
  • Candidate must meet certification requirements of DoD 8570 IAT level II (Security +, GSEC, SCNP, SSCP, CISSP, CISA, GSE, SCNA)
  • Demonstrate their ability to work in a team
  • MS Office particularly Excel and Word
  • Experience with Minitab is desirable, but not essential
5

Service Support Analyst Job Description

Job Description Example
Our growing company is looking to fill the role of service support analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for service support analyst
  • Present and use the information gathered
  • Implement approved corrective action
  • Create and maintain a CSI Register to track initiatives and possible improvements
  • Assist in the development and maintenance of Service Level Management (SLM) plans, processes, and procedures
  • Develop and support the implementation of SLM monitoring processes and measurement criteria
  • Ensure staff is aware of CSI duties and coordinate improvement processes with other process and service owners
  • Conduct periodic evaluations of existing services and supporting infrastructure
  • Working knowledge of frameworks like ITIL, COBIT, DevOps, Agile, Lean Six Sigma
  • Experience with process analyst tools and techniques like SIPOC, Process/Value Stream Mapping, FMEA, RACI, Pareto Analysis
  • Ensure customer business processes and requirements meet the established Service Catalog baseline requirements
Qualifications for service support analyst
  • Good in reading , listening and writing in English
  • Fluent either on Japanese, Korean or Cantonese Language
  • Additional Cantonese Language skill set
  • Have necessary visa / residency to work full-time in Australia
  • Able to travel and to be away from home
  • Willing to work additional hours as requested

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