Support Analyst

Support Analyst Job Description Template

Our company is looking for a Support Analyst to join our team.


  • 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.


  • 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.