Technical Service Analyst

Technical Service Analyst Job Description Template

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

Responsibilities:

• Engaging with the different contracts in the business to understand software requirements as well as change management needs;
• Assisting with the planning and monitoring of defined systems, data and digital tools development projects;
• Transforming data for analysis / import / reporting tasks;
• Data migration;
• Investigate complex technical support incidents using SQL server management studio;
• Hold regular meetings with your customers to report service delivery metrics;
• Maintain problem management process;
• Collaboration with Development and Infrastructure Departments;
• Act as an effective escalation point, coordinating with our internal operational teams as required for your clients;
• Measure and report the health and satisfaction levels of your accounts;
• Provide technical support to Customer Service Technicians;
• Promote upcoming software enhancements, products, services;
• Provide monthly Incident trend analysis to Support Manager;
• Monitor and manage escalated Incidents working within agreed service levels;
• Keeping documentation and ticketing system up-to-date.

Requirements:

• Excellent communication, problem solving and critical thinking skills;
• Passion for providing top quality service to customers;
• Ability to build and maintain close working relationships within a large team;
• Strong negotiation and relationship building skills;
• Strong understanding of IT technology concepts, software architectures, MS products, development tools, etc;
• Advanced analytical and investigative skills to resolve complex enquiries;
• Strong communicator;
• Experience of using T-SQL essential;
• Relevant industry experience;
• Flexible working style adapting to changing priorities and tight deadlines;
• Proven ability to work comfortably in a pressured environment dealing with potentially difficult customers;
• Background in Science, Technology, Engineering, Mathematics or Business related field;
• The ability to absorb and retain large amounts of new information;
• Provide clear and concise technical explanations to non-technically minded users;
• A lateral thinker.