Support Analyst Job Description

Support Analyst Job Description

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Support analyst provides an excellent customer service experience with the ability to present solutions in a user-friendly language to team members as well as to non-technical staff.

Support Analyst Duties & Responsibilities

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

Sample responsibilities for this position include:

Adopt operational workflow and processes, timely incident logging, quality issue/impact communications and appropriate escalations to the team lead and management
Followbank's change controlprocedures and work flow change management, eform system and release processes
Problem solving complex web application, .NET and WebSphere issues that may occur across the storage, database, communications/network, firewall, application or other hardware or software layers
The primary focus of this role will be with .NET and Microsoft technologies
Performing Helpdesk operations, ITIL related frameworks
Diagnose, investigate and resolve requests and incidents
Coordinate with other teams to perform restorative and maintenance actions to resolve customer’s technical problems
Facilitate outage investigation/restoration of service to Production Environment - organize any conference call, meetings, needed to facilitate the investigation of Production outages/problems and the subsequent restoration of service
Communicate status of application production outages - provide periodic pages/e-mails/etc
Establish, monitor and evaluate system metrics to identify vulnerabilities and identify problem trends

Support Analyst Qualifications

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

Licensing or Certifications for Support Analyst

List any licenses or certifications required by the position: ITIL, MCSE, SSL, PC, V3

Education for Support Analyst

Typically a job would require a certain level of education.

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

Skills for Support Analyst

Desired skills for support analyst include:

Tools
Ability to leverage that information in creating customized customer solutions
Major functional processes and associated operating requirements
Major products and services and product and service groups
Values and practices that align customer needs and satisfaction as primary considerations in all business decisions
Ability to adapt as needed
Ability to bring a reported problem to successful resolution
Ability to design
Successful approaches
Techniques for dealing with changes and adapting to a changing environment

Desired experience for support analyst includes:

Familiarity with SQL queries on Oracle and SQL Server databases
Bachelor's degree in Information Systems, Computer Science, Business Administration or equivalent degree/work experience
Media industry expertise preferred
Strong technical domain knowledge is essential
Good understanding of data & data integrity concepts
Web programming experience with Java, html and Javascript

Support Analyst Examples

1

Support Analyst Job Description

Job Description Example
Our innovative and growing company is looking for a 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 support analyst
  • Works closely with Research and Development and the Quality Assurance teams to move issues through the software release process
  • Maintains a consistent number of open / closed tickets and client satisfaction scores
  • To provide support for the BP2S applications, for all day to day problem resolution/support issues
  • Participate in any specific improvement on this support deliverables
  • Monitoring and Supporting the day to day activities
  • Fully responsible for key activities within the agreed SLA and ITIL process
  • Escalate issues which cannot be resolved, in a timely manner
  • Have a strong Customer Focus in order to provide a professional support service to both internal and external cliental
  • Flexible approach to working hours to meet the demands of the team
  • Maintain Knowledge base and share experience with support team members
Qualifications for support analyst
  • A bachelor degree in Computer Science, Engineering or Mathematics
  • The successful candidate is expected to demonstrate flexibility, versatility and an ability to manage multiple concurrent priorities to completion without significant guidance
  • 4+ years of in-depth experience on BO technology as part of a development role
  • Experience of working in SQL Server will be an added advantage
  • Should have an understanding of Datamart design, OLAP, SSAS
  • Should be able to run Unit tests in C#/Java
2

Support Analyst Job Description

Job Description Example
Our company is growing rapidly and is hiring for a support analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for support analyst
  • Very high degree of IT literacy and associated standard applications
  • Provide Support assistance during Post Go Live on Distribution Center Conversions
  • Deliver service and support to end-users using and online helpdesk ticketing system
  • Diagnose and resolve issues related to application use case and software issues involving internet connectivity, email clients, browsers and more
  • Escalate problems to appropriate resource
  • Accurately process and record the transactions on the helpdesk ticket
  • Analyse the client tickets received and provide relevant solutions
  • Proactive monitoring of client environments, including trending utilization, identifying behavioral anomalies, and testing backup systems
  • First tier client support
  • Occasional on-site client support for hardware-related tasks as managed by fellow team member
Qualifications for support analyst
  • Oracle PL/SQL development experience (2-3 years)
  • Experience supporting Android platform advantageous
  • Experience working with Active Directory, Google Mail, MS Office, Windows and Mac environments
  • Should have good knowledge in Oracle database
  • Two plus years of experience in customer service
  • Experience working with any monitoring systems Eg
3

Support Analyst Job Description

Job Description Example
Our company is searching for experienced candidates for the position of 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 support analyst
  • Monitor the recurrent incidents, perform problem management and escalate to the next level of support or development team when required
  • Coordinate with Infrastructure teams on events of patching & up gradation of servers to ensure the applications are stable & running after the infra work
  • Responsible for UAT/PROD deployment & validation
  • Analyzing/documenting problems, recommending solutions, & initiating corrective action
  • Ensure all calls are cleared as quickly and efficiently as possible
  • Keep client informed at all times of the progress of their support call and manage their expectations
  • Follow all calls through to their satisfactory conclusion as agreed by the client
  • To document all communications and actions pertaining to logged calls
  • Develop and maintain sufficient technical skills to guide and advise clients in matters relating to the installation, customisation and operation of F&HE software suite
  • Use judgement as to whether client requests fall under their maintenance contract and to escalate appropriately if not
Qualifications for support analyst
  • Work experience on a credit card platform (Vision Plus) is must
  • To undertake analysis, investigation and evaluation production issues/service requests and take it up further for appropriate resolution
  • Actively contribute to the incident management/service request process
  • To interact with business for production/service request and ensure timely resolution with in SLA
  • Working Knowledge of Agile Mythology
  • Understanding of Environmental, Health, Safety or Quality is considered an asset
4

Support Analyst Job Description

Job Description Example
Our company is searching for experienced candidates for the position of support analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for support analyst
  • To ensure all communication is of a high quality
  • Providing support to Support Analysts to ensure calls are accurately investigated and ensuring the cause and the symptom of problems are identified and resolved
  • Interfacing with the customer during the investigation/resolution of incidents
  • Responding to any customer work requests
  • Performing daily preventative maintenance checks to detect/resolve issues before they impact the business
  • Provide system advice to the customer
  • Supporting the customer business cycles
  • Development of defect fixes and small enhancements
  • Work with Finance, Accounting and Business stakeholders to ensure PRs are processed and approved in a timely fashion and according to policy
  • Ensure that correct cost centers and accounting treatments are used with PRs
Qualifications for support analyst
  • Basic knowledge or exposure to programming languages
  • Developing, building, testing, releasing and installing software updates and application releases
  • Experience of implementing and supporting major software applications AND mobile testing projects involving a degree of technical complexity AND utilising excellent problem solving skills based on application of experience, hypothesis formulation, replication and testing
  • Experience of working with Windows 7, iOS, and Android mobile devices
  • Exposure to systems running on various virtualised technologies
  • Installation, configuration and support of IIS based solutions, mobile working solutions, SSIS solutions SSRS/SSAS business Intelligence solutions
5

Support Analyst Job Description

Job Description Example
Our growing company is looking to fill the role of support analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for support analyst
  • Gather requirements, scope and test different options, and implement a new process and reporting system for managing vendor assessments
  • Review security assessments, record findings in reporting system, report out to the team on findings and raise awareness of critical issues
  • Clean up vendor data discrepancies and research vendor information to make sure all data is accurate, recent and relevant
  • In coordination with Content Security, Film Security and Technology Security, develop remediation plans for each vendor based on assessment findings
  • Coordinate and schedule remediation follow-up with 3rd party vendors.Search Jobs US
  • Provide expertise and accountability for specialty Support Centre tasks such as domain administration, incident and change ticketing system administration
  • Facilitate the Move, Add, Change (MAC) user profile management processes
  • Access management - Perform access provisioning and de-provisioning tasks as they relate to new hires, departures and internal transfers
  • Windows based technical support
  • Develop a deep understanding of both the functional and technical aspects of the Real Estate & Workplace Solutions (RE&WS) product suite
Qualifications for support analyst
  • Working experience in Unix Shell Scripting and database technologies (Oracle, DB2, UDB, and/or SQL Server)
  • Knowledge about the web applications and browsers
  • Microsoft Windows Operating systems Server 2008, 2012
  • Microsoft Office (especially Microsoft Excel)
  • Database knowledge (Oracle database, SQL or similar)
  • Software and hardware technologies

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