Support Analyst Job Description Template
Our company is looking for a Support Analyst to join our team.
Responsibilities:
- Ensure proper recording, documentation and closure;
- Participate in the configuration, testing and implementation of new package releases;
- Document management/distribution;
- Analysing and resolving incidents and problems, aligned to SLAs;
- Reporting on incident and problem levels for clients;
- Liaising with clients to analyse, diagnose and resolve incidents and queries;
- Seek continual feedback with suppliers and customers in respect of possible process improvements, issues and resolutions;
- Maintain the CRM;
- Walk customers through problem solving process;
- Hardware maintenance;
- Proactively monitoring and managing processes to ensure systems are operating correctly;
- Providing detailed information on incidents, to ensure development teams can provide software fixes with the minimum of delay;
- Recommended procedure modifications or improvements;
- Properly escalate unresolved queries to the next level of support;
- Build up relationships with key internal customers, in order to better understand their reporting processes.
Requirements:
- Minimum 2 years’ experience in an applications support environment (both 2nd and 3rd line);
- Highly skilled telephony and written customer services skill;
- Experience of working on a service desk in a 2nd Line position;
- 3+ years’ experience within a technical support role (first/second line);
- Experience of managing tickets via a management tool;
- Customer Service oriented;
- Able to manage own workload and re-prioritise as deadlines change;
- Proficient in spoken and written English;
- Intralinks experience would be advantageous;
- Preferred degree in Information Technology, Computer Science or equivalent;
- 3+ years’ experience of either legal/funds/investment service advantages;
- SQL scripting – this is an important part of the role;
- Experience of working with a range of products in a service environment;
- Adept at working under pressure;
- Strong client-facing and communication skills.