Technical Service Analyst

Perform standardized qualitative and quantitative tests to determine physical or chemical properties of food or beverage products.

Technical Service Analyst Job Description Template

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


  • 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.


  • 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.