A Support Analyst is a professional who provides application support. They also assist in developing and documenting improvements to processes. In this blog post we describe the primary responsibilities and the most in-demand hard and soft skills for Support Analysts.

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Main Responsibilities of Support Analyst

The following list describes the typical responsibilities of a Support Analyst:

Administer

Administer and maintain IT Solutions for critical company business applications.

Align

Align process / procedures to best practice solutions.

Analyze

• Analyze and solve complex problems, inspire change, and implement solutions.

• Analyze data and execute queries to correct data.

Anticipate

• Anticipate customer needs and proactively identifies solutions.

• Anticipate customer needs and proactively identifies solutions.

Architect

Architect, design and implement network and cybersecurity infrastructures.

Assess

Assess desktop requirements and submit recommendations for changes to management.

Assign

Assign tickets to the appropriate people.

Assist in

• Assist Account Management by compiling required Account Management documents for customer meetings.

• Assist customers by phone in the friendly and efficient manner for which we are known.

• Assist in change deployment schedule to avoid overlapping change conflicts and business impact.

• Assist in documenting and maintaining standard operating procedures when necessary.

• Assist in managing the primary Enterprise Resource Planning tool.

• Assist in on-going preparedness for gate and / or assurance reviews and stage-gate checklist.

• Assist in ordering additional equipment when necessary.

• Assist in the creation of How-to's, FAQs and other related documentation.

• Assist in the set-up and installation of new personal computer equipment.

• Assist in the setup of new centers.

• Assist our Customer Success Technicians when 1st line activities require attention.

• Assist project team in training and feedback.

• Assist project team in training and feedback sessions.

• Assist sales team members on new business opportunities.

• Assist the team in a Windows 10 Migration.

• Assist users remotely and on site.

• Assist with daily, weekly, monthly, and ad-hoc reporting for management team.

• Assist with logistical support for onsite HR event planning.

• Assist with systems integrations.

• Assist with testing requests to help replicate customers issues.

• Assist with the deployment of new hardware and software.

Author

Author and review moderately complex scripts (SQL and other) to fix application data problems.

Build

Build internal and external networks to support day to day activity.

Certify

Certify satisfactory contract performance for systems development.

Coach

• Coach members of L1 and L2 teams.

• Coach, train and mentor other analysts.

Collaborate

• Collaborate and manage relationships / communications with external vendors.

• Collaborate with other supporting teams as needed.

Collect

• Collect data and research to prepare for sales presentations for sales executives and sales managers.

• Collect third party inspection documents, timesheets, training and certifications.

Communicate with

• Communicate regularly with the client / project team to ensure expectations are aligned.

• Communicate with IS Service Desk and provide needed assistance to meet immediate customer needs.

• Communicate with Territory Managers and the Key Accounts Team to devise solutions for End-Users.

Compile

Compile, calculate and distribute monthly commission statements and ancillary documents.

Complete

• Complete all necessary paperwork.

• Complete a variety of other duties as assigned.

• Complete production reporting.

Conduct

• Conduct audits of annual user permissions and security privileges.

• Conduct multiple fund launches daily.

• Conduct root cause analysis of recurring problems for defined projects or major incidents.

• Conduct war-games & document recovery procedures for faster turn-around & lesser business impact.

Configure

Configure the application to implement customer change requests.

Consult with

Consult with other Technicians and Engineers to resolve problems.

Contribute to

• Contribute metrics based reporting on the production and / or pre-production environment.

• Contribute to performance reviews of all territory team members.

• Contribute to sales and market capture budgets and be accountable sales support functions.

• Contribute to successful implementations and customer satisfaction as a key member of project teams.

• Contribute to Support Documentation and Knowledge Base articles.

Coordinate

• Coordinate and Facilitate Quarterly Sales Program Planning.

• Coordinate and liaise with vendors for technical support and repairs.

• Coordinate and support the Quality Assurance team regarding bug and patch status.

• Coordinate client onboarding.

• Coordinate meetings and travel itineraries.

• Coordinate vendor engagement, case management and support escalations.

• Coordinate with Channel reporting team to fulfill or address reporting requests.

Craft

Craft, run and distribute normal daily and ad hoc reports for business partners.

Create

• Create and distribute various reports on weekly activity and sales results.

• Create and execute test cases for projects, participate in UAT activities.

• Create and maintain macros.

• Create and maintain production reports on key metrics for lending partners and regulators.

• Create and update content and documentation for Scout s HelpDesk and User Guides.

• Create appropriate documentation as and when necessary (i.e. for bug resolution or workarounds).

• Create detailed documentation on steps taken to identify and remediate issues.

• Create development "bug” reports, FAQ's and knowledgebase articles as appropriate.

• Create new reports to deliver information supporting sales cycle.

• Create reporting matrixes.

• Create Sales Target Lists and Data Uploads.

Debug

Debug incidents, report them and follow up with our application vendors.

Define

Define success criteria for testing and product acceptance.

Determine

• Determine if the initiatives are a cost saving versus a cost avoidance.

• Determine preventative actions for potential problems.

Develop

• Develop and manage effective professional working relationships with co-workers and clients.

• Develop competence by performing structured work assignments.

• Develop detailed IT plans and accurate estimates.

• Develop integration plans for deployment of system changes into existing environments.

• Develop plans to deliver solutions from concept to implementation.

• Develop python scripts to assist devops with day-to-day monitoring of system and application alerts.

• Develop relationships with executives' clients and their Executive Assistant.

• Develop stored procedures to facilitate operational needs.

• Develop subject matter expertise in all support matters regarding core functionality.

• Develop user procedures, guidelines and documentation.

• Develop / write procedures as part of overall development of technical manuals for vehicles.

Diagnose

• Diagnose complex programming problems.

• Diagnose root causes and engage the correct technical teams internally to resolve.

Direct

• Direct customer liaison and be able to communicate at all levels within the company.

• Direct experience managing calendars and / or schedules for multiple senior leaders simultaneously.

• Direct visitors by maintaining employee and department directories.

Document

• Document all critical server and storage arrays configurations and communication infrastructure.

• Document changes, and keep a record of these actions for future reference purposes.

• Document, dispatch and escalate requests to 3rd and 4th level support when necessary.

• Document, log, and assign all reported problems to appropriate departments.

• Document problems experienced in knowledge base.

• Document, Review, handling and resolution steps for support scenarios.

• Document systems to ensure understanding and as requested by regulators and auditors.

Embrace

Embrace and follow IT Service Management processes including incident, change and problem management.

Engage

Engage with our clients through multiple contact channels in a fast-paced environment.

Ensure

• Ensure all support requests are logged and tracked within IT Support software.

• Ensure appropriate technical knowledge transfer is completed.

• Ensure compliance with system patching & AV requirements.

• Ensure effective change management discipline is use.

• Ensure excellent communication, reporting and feedback as required.

• Ensure highest quality of support for trading floor clients.

• Ensure new users' laptops / Desktops and equipment are properly configured before deployment.

• Ensure Problem Tasks are closed.

• Ensure proper documentation for each interaction and escalate when necessary.

• Ensure that all Incidents received are recorded in the ticket tool.

• Ensure that all organizational data is managed according to privacy FOIP and HIA requirements.

• Ensure that desktop hardware and software is functional and available to support all locations.

• Ensure that policies and procedures are adhered to by all Specialists at Pharmacy Enhanced Support.

• Ensure timely communication of system disruptions to the appropriate internal parties.

Escalate

Escalate problems to senior support staff as necessary.

Establish

• Establish, document and share procedures and practices.

• Establish standard operating and usage policies and procedures for computer acquisition and usage.

Execute

• Execute processes and activities that focus on restoring service after an incident occurs.

• Execute quality, non-regression and post-deployment tests.

• Execute technical procedures to resolve production issues.

Facilitate

Facilitate escalation of any ticket that requires next level support.

File

File management responsibilities including downloading data and scanning documents.

Follow

• Follow all policies and procedures and provide necessary documentation.

• Follow Project methodology for IT technical projects and improvements.

• Follow policies and procedures.

• Follow through and delivers on promises and on time.

• Follow the relevant incident process based on the priority of the ticket.

Follow-up

• Follow-Up on outstanding appraisal orders to ensure quick turnaround times.

• Follow-Up with suppliers and contractors for invoices, accrual backup documentation or timesheets.

• Follow up with the product owner\duty engineer to ensure that tickets have been completed and closed.

Gather

• Gather and analyze support data to recommend departmental enhancements.

• Gather requirements and documents these requirements for use in various audits, reports, & projects.

Generate

• Generate PID release process reports to drive process improvements.

• Generate technical specifications to design or redesign complex software components and applications.

Give

• Give recommendations for process improvements.

Handle

• Handle inbound incidents and provide resolutions within given SLA s.

• Handle incoming calls, online tickets, and chats.

Help

• Help configure workflows, alerts, reports and more.

• Help customers understand the benefits of AgExpert products and services.

• Help Desk, Information Technology, Developer, Business Development, Technology, Sales.

• Help onboard, orientate and upskill new Support Desk team members.

• Help develop, maintain, and monitor configuration standards.

Identify

• Identify, analyze, and interpret trends or patterns in complex data sets.

• Identify areas of significant concern or opportunity.

• Identify, develop and conduct training needs for other analysts and clients as appropriate.

• Identify technological opportunities to meet client needs.

• Identify trends as well as isolated events.

• Identify and document potential software / hardware defects.

• Identify input parameters and analyse output trends.

• Identify opportunities for automation and operational efficiencies.

• Identify opportunities for improvement and make recommendations to line management.

• Identify proactive opportunities and escalate to the Lead Analyst or manager.

• Identify report and resolve classroom performance gaps or concerns.

• Identify, research, troubleshoot and resolve technical issues.

• Identify root cause and defining actions to eliminate recurrence.

Implement

• Implement and manage information sharing protocols with partners, ensuring GDPR compliance.

• Implement and support connections to dozens of applications within our Identity Platform.

• Implement service and process improvements.

Improve

Improve the quality of reporting and data by identifying and analyzing user requirements.

Input

Input system configuration changes as required.

Install

• Install new applications, utilities and service packs based on end user needs.

• Install and upgrades computer hardware and software.

• Install specified network operating system and networking software.

Integrate

• Integrate authorization of various application.

• Integrate fun and joy as a way of being and working, aka doesn't take themselves too seriously.

Interact with

• Interact and develop relationships with business stakeholders in defined HR Functional areas.

• Interact with senior internal and external personnel.

• Interact with internal and / or external escalation resources to resolve complex technical issues.

Interface with

Interface with Engineering, Procurement, R&O and other disciplines on a daily basis.

Investigate

• Investigate and resolve customer cases.

• Investigate and resolve customer tickets.

• Investigate and resolve system generated alerts and user raised incidents.

• Investigate and resolve workstation problems regarding PC client OS, applications, and / or hardware.

• Investigate and resolves simple issues with applications and hardware.

Keep

• Keep abreast and research of new SaaS solutions that could address users needs.

• Keep abreast of improvements and other planned releases of application portfolio.

• Keep abreast of internal standards and business goals.

• Keep client and support documentation up to date.

• Keep management team apprised of release status.

• Keep on track and moving forward.

Lead

Lead and drive projects, track and maintain accountabilities, and follow through to completion.

Leverage

• Leverage automation to drive efficiency and to improve our operating environment.

• Leverage automation to improve day-to-day operations.

• Leverage industry best practices to design, test, implement and support a solution.

• Leverage native APIs for deep integrations with both platforms.

Liaise with

• Liaise with 3rd party payment processors to implement and troubleshooting SSO features.

• Liaise with vendors and service suppliers.

Log

• Log and document all incidents within a ticketing system (ServiceNow).

• Log Tickets in our ticketing system.

Maintain

• Maintain and organize inventories.

• Maintain and update computers, workstations, equipment and peripherals.

• Maintain a record of user attendance of education programs.

• Maintain asset management database.

• Maintain communication with customer and team members and promote a team environment.

• Maintain documentation & expertise in application data flows for effective issue resolution.

• Maintain flexibility in response to requests.

• Maintain internal specification documents and application help documents.

• Maintain the highest level of professionalism while managing sensitive client and customer details.

• Maintain variety of software and hot fixes using Microsoft SCCM.

• Maintain working knowledge of integrated tools and processes.

Make

• Make effective use of the cost management processes in place in own unit.

• Make sure commercial agreements are accurately reflected in the systems.

Manage

• Manage and address internal Workday customer issues and requests within defined SLA's.

• Manage and book all exercise and assignments of Listed Option trades into Sophis.

• Manage and organize support information knowledge base.

• Manage and solve platform issues using little to no supervision.

• Manage and support Product Lifecycle Management (PLM) activities.

• Manage a queue of Student cases, prioritizing issues based on severity and customer impact.

• Manage delivery of software projects on time.

• Manage hardware upgrades / replacements for Servers / SANs / Switches etc. as / when needed.

• Manage high-visibility customers.

• Manage multiple priorities and own your work from end to end.

• Manage numerous, diverse issues simultaneously.

• Manage SDC's Azure AD accounts and ensure proper synchronization.

• Manage incidents, service requests and escalations.

• Manage SKU builds for the Apple account, provide support process improvement where needed.

• Manage new hire metrics reporting in coordination with the Training Team to include.

• Manage the customer experience with the goal of creating customer evangelists.

• Manage technical budget, schedules and project resources.

• Manage the invoicing process with clients.

• Manage their time extremely well.

Measure

Measure leads within various channels to optimize distribution to advisor teams.

Monitor

• Monitor all open cases, and ensure that each client is updated on the progress of their case.

• Monitor and document competitor trends and initiatives.

• Monitor change requests and tickets for 3rd party vendors.

• Monitor error and service log to ensure successful business data integration.

• Monitor real-time error logging for Production level systems.

• Monitor systems for security breaches and vulnerabilities.

• Monitor talk time hold time and offline activities for call center agents.

Offer

Offer direction and skill training to other Technical Analysts on the team.

Operate

Operate as a lead point of contact for all incoming customer requests and concerns.

Oversee

• Oversee class actions, ensuring they are dealt with in timely and accurate manner.

• Oversee Faculty reporting tool built on Windows IIS platform.

• Oversee the upkeep and accuracy of the customer relationship database.

Own

• Own and action incoming requests from internal stakeholders.

• Own and manage small projects under specific customer guidelines and meet hard deadlines.

Participate in

• Participate after hours "on-call” support rotation as we are 24 / 7.

• Participate as directed in regionally run projects that require a site technology touch.

• Participate in activities designed to improve customer satisfaction and business performance.

• Participate in a rotating UK shift with other Support Analysts.

• Participate in calls with vendors to advance ticket resolution in timely manner.

• Participate in client (phone) meetings, WebEx sessions.

• Participate in document and support guide refinement.

• Participate in & help schedule calls with global clients and work in other time zones as needed.

• Participate in maintenance and control activities for business applications.

• Participate in our 24X7 global coverage plan.

• Participate in project meetings representing ATM team for upcoming implementations.

• Participate in roadmap, long-term evolution & product evaluation.

• Participate in testing cycles with the QA team.

• Participate in the drafting of procedures and documentation.

Perform

• Perform all other duties as assigned.

• Perform code optimization and deliver code changes and fixes.

• Perform configuration analysis, reporting and administration of SAP roles.

• Perform duties assigned by System Administrators or IT Manager.

• Perform information management such as inputting and reviewing the Common Business Language.

• Perform new equipment installs.

• Perform other duties as required to continue to support the RMT business.

• Perform other duties or projects as directed by Supervisor.

• Perform post-resolution follow-ups to help requests.

• Perform remote diagnosis and product updates.

• Perform remote technical support through a variety of channels including phone, chat, email.

• Perform repairs or upgrades to systems as required (replace hard disks, power supplies, RAM, etc.).

• Perform root cause analysis and develops checklists for typical problems.

• Perform troubleshooting of LAN, WLAN and VPN connectivity issues.

• Perform work on all aspects of the application / system support.

Plan

• Plan and track progress of assigned activities Attend fit-ups as required.

• Plan, prioritize, organize and complete work to meet established objectives.

Prepare

• Prepare and maintain documentation on systems and processes that impact clients.

• Prepare and present project updates to management.

Present

• Present a high level of professionalism and customer service throughout all interactions.

• Present all changes to the Change Approval Board for authorisation prior to implementation.

• Present data and information to all levels within IT and to business units.

• Present instructor-led training sessions.

Prioritize

• Prioritize and manage many open cases at one time.

• Prioritize and manage own workload in order to deliver quality results and meet timelines.

• Prioritize issues based on severity, risk and / or strategic business needs.

• Prioritize work and uses time efficiently.

• Prioritize tasks and provide status updates.

Promote

• Promote and actively contribute to a climate of positive change and continuous improvement.

• Promote customer confidence in NCR, which will lead to long term business relationships.

• Promote customer confidence in NCR and Services that will lead to long-term business agreements.

Provide

• Provide advice to end users on technical matters.

• Provide after hours on call IT support on a periodic basis.

• Provide all data / system administration.

• Provide assistance with user inquiries regarding workflows & procedures.

• Provide Azure Administrative services to SDC's cloud-based initiatives.

• Provide clinical guidance regarding system functions, usage and procedures.

• Provide computer desktop support in accordance with established policies and procedures.

• Provide creative alternatives to meet customers needs.

• Provide desk-side training where appropriate.

• Provide excellent client service.

• Provide excellent customer service.

• Provide executive support to various executives with complex organizational responsibilities.

• Provide expertise and knowledge in new and existing projects / applications.

• Provide feedback and participate in technology offerings.

• Provide financial, auditing and reporting support to the account management and global teams.

• Provide first and second level support via phone and email.

• Provide first level systems support to retail stores and home office users.

• Provide first-line investigation and diagnosis of all incidents.

• Provide functional and technical expertise to produce and promote quality solutions.

• Provide immediate one-on-one support.

• Provide Level 2 Technical Support both Remote and Onsite to internal RBC Staff.

• Provide methodical guidance to customers, distribution partners, and colleagues as required.

• Provide monthly man-hours data to management.

• Provide on call support outside of regular business hours.

• Provide one on one performance coaching to trainees to ensure maximum graduation rates.

• Provide ongoing training for all levels of Customer Service.

• Provide ownership of issues through resolution.

• Provide preventative and reactive maintenance to hardware and software when required.

• Provide suggestions of new processes to enhance customer service.

• Provide support focusing on IT system lifecycle sustainment.

• Provide support for endpoint devices.

• Provide Support for less experienced members of the team.

• Provide support to end users on a variety of issues.

• Provide support to users of information technology tools.

• Provide technical expertise to facilitate investigation of complex technical issues.

• Provide technical mentoring to less experienced team members.

• Provide technical support to members of the IT Service Desk and other IT teams.

• Provide timely, intelligent and professional responses to customer calls and emails.

• Provide Training and guidance to Level 1 and Service Operations team when required.

• Provide training, mentorship and leadership to other technicians.

• Provide training on specific tasks in Aristotle applications.

• Provide weekday, overnight and weekend pager support coverage as required.

Push

Push / pull cart loaded with boxes and / or computer equipment.

Receive

Receive, stock and update IT assets into the asset management system.

Recommend

Recommend IT services and solutions as appropriate to best meet user requirements.

Reconcile

Reconcile revenue discrepancies between payment gateways and online platforms.

Record

Record all faults and related occurrences on the ITSM system.

Refer

• Refer more complex situations to experienced team members or second level support staff.

• Refer telephony issues to appropriate IT personnel when necessary.

Report

• Report Monitoring and reconciliations.

• Report any SLA breaks and verify that proper actions are taken if needed.

• Report trends and provide feedback to Product Management for products on Controlled Orderability.

Request

Request clients complete confirmation of the findings letter for factory tests when applicable.

Research

• Research customer solutions and escalate situations when needed.

• Research and update warranty information.

• Research, evaluate, and provide technical solutions to address defined business requirements.

• Research solutions through internal and external knowledgebase as needed.

Resolve

• Resolve client technical issues to return the client to productivity as quickly as possible.

• Resolve computer problems, and give guidance on appropriate action / solutions.

• Resolve help desk issues including troubleshooting hardware and software issues.

• Resolve issues with OneLogin, GSuite, Atlassian, Slack, etc..

Respond to

• Respond promptly to email queries and attempt to resolve on the first contact.

• Respond to Help Desk requests, calls and emails as quickly as possible.

• Respond to telephone calls, email and personnel requests for technical support.

• Respond to customers' general questions on the.

• Respond to Incident and request from users.Return new

Review

• Review and query data, evaluate data quality, fix data issues using T-SQL / SQL Management Studio.

• Review open customer cases as directed by Operations Manager to help with service request overflow.

• Review or create release notes for software applications - 10%.

• Review security, user groups, permission and menus, provide recommendations on updates.

Schedule

Schedule management – monitoring, updating and advising on testing approach to timelines.

Seek

• Seek opportunities for continued personnel and business growth and improvement.

• Seek out opportunities for continuous improvement.

Set up

• Set up vendors and handles any vendor issues with vendor setup.

• Set up of equipment so that they are ready for immediate use by the CGC staff.

Share

Share plan for employees.

Stay

Stay informed on product changes and rapidly learn information about new product functionality.

Submit

Submit suggestions for service requests.

Support

• Support ad hoc operational reporting requests from management, Finance, and others.

• Support all senior leadership requests for ASF analysis from a strategic stand-point.

• Support Analysts for peak volume periods throughout the year.

• Support for period end close processes.

• Support is provided via voice and electronic means.

• Support of Windows 10 Enterprise, Active Directory 2012, Office 365.

• Support production application - investigate and resolve production inquiries and issues.

• Support release cycle process during and off business hours.

• Support resource planning for delivery / execution.

• Support the account management team on administrative functions requested by clients.

• Support the continuous evolution of global Compliance leading practices.

• Support the development of business cases and measures of success / outcomes as required.

• Support the maintenance of critical external relationships with brokers, custodians and vendors.

• Support the overall FICC Technology budget process.

• Support the ‘Risk Excellence' culture within the business.

• Support the Transformation and Risk Excellence culture within the business.

• Support timely management of IA process, system and infrastructure issues.

• Support , troubleshoot and maintain all websites, portals, SOAP APIs, REST APIs.

Test

• Test fixes to ensure problem has been adequately resolved.

• Test, image and clean PC's, laptop, monitors, printers, and other related hardware.

Track

• Track and analyze inventory to identify trends that will assist business decisions.

• Track and manage customer reported issues via a case management system adhering to best practices.

• Track issue log and provide status update to stakeholders to ensure expectations are met.

• Track issue progress using our JIRA ticketing system.

• Track and provides progress reports.

• Track time and provide troubleshooting notes as you work.

Train

Train and mentor others on the team.

Triage

Triage Work orders to determine area responsible for the problem.

Troubleshoot

• Troubleshoot and resolve issues for our internal clients.

• Troubleshoot and restore functionality by analyzing, identifying and diagnosing faults and symptoms.

• Troubleshoot a variety of first-level IT support issues on different platforms and programs.

• Troubleshoot PLC control systems without necessarily getting into the PLC code.

• Troubleshoot production issues.

Understand

• Understand business processes and relate them to incident resolution within a complex system.

• Understand and follows regulatory and compliance procedures.

• Understand why HSE is important to self and the organization.

• Understand the business processes of the client.

Undertake

Undertake any other responsibilities relevant to this post, as directed by your line manager.

Update

Update ticketing software for the purpose of tracking outstanding work and reporting.

Use

• Use email, ticketing, IM, or other administrative tools to address issues.

• Use request tracking software to receive daily tasks and manage work load.

• Use logic and methods as necessary to solve difficult problems and provide accurate solutions.

• Use written scripts for Active Directory and PowerShell.

Verify

Verify IT Asset Management (ITAM) records up to date.

Work

• Work as a customer advocate in all tasks and projects.

• Work as a team, constantly checking efficiency and task overflow queues.

• Work as part of a global team to provide expertise and support for IT services.

• Work as part of a strong team in a fast-paced trading floor environment.

• Work closely with the project team to ensure timelines and deliverables are met.

• Work closely with the sales team to support our core customer base.

• Work collaboratively to deliver automation to Server Based Computing team.

• Work daily under constant pressure from users to deal with their specific problem as priority.

• Work exclusively within a specific knowledge area.

• Work in a safe and healthy manner, adhering to all safety rules and practices.

• Work in shift system to cover 24x7 Production Support.

• Work involves contact within the organization and with members.

• Work on any ad hoc related projects or tasks as provided by IT Management.

• Work on a variety of special projects as assigned.

• Work on-call after-hours support rotations as required.

• Work on general projects as defined by the management group of TMX Datalinx.

• Work together in a small team with a common purpose, follows rules from team members.

• Work with customer help desks on specialized activities when normal NCR processes are failing.

• Work with developers to ensure the image is compliant with DoD and Army policy.

• Work with finance team members to ensure payments are appropriately accounted for.

• Work with global teams across multiple time zones to help drive the quality experience.

• Work with management team to identify hardware standards.

• Work with Microsoft Excel to analyze large data sets.

• Work with other support teams on the resolution of Client inquiries / requests.

• Work with our business functions and data team to fully understand requirements.

• Work with the IT Team to ensure a smooth support transition from Delivery to Operations.

• Work with the team to prioritize issues based on customer and organization impact.

• Work with third party OMS and IT support teams in troubleshooting.

Write

• Write executable SQL queries with multiple joins to find and / or extract data.

• Write moderately complex queries to support customer requests for information about their data.

Most In-demand Hard Skills

The following list describes the most required technical skills of a Support Analyst:

1. Customer Service

2. SQL

3. MS Excel

4. Active Directory

5. Oracle

6. Linux

7. Troubleshooting

8. Windows

9. Word

10. Java

11. Office 365

12. Desktop Support

13. HTML

14. Powerpoint

15. Technical Support

16. Information Systems

17. Business

18. Unix

19. Microsoft Office

20. Python

21. IT

22. Itil

23. MS Office

24. Tcp / Ip

25. Finance

26. Networking

27. Javascript

28. Computer

29. Powershell

30. Project Management

31. Firewalls

32. Outlook

33. Jira

34. Salesforce

35. Mathematics

36. VPN

37. Hardware

38. Sharepoint

39. Software

40. Scripting

Most In-demand Soft Skills

The following list describes the most required soft skills of a Support Analyst:

1. Written and oral communication skills

2. Problem-solving attitude

3. Analytical ability

4. Interpersonal skills

5. Organizational capacity

6. Attention to detail

7. Flexible

8. Multi-task

9. Team player

10. Time-management

11. Troubleshooting skills

12. Work independently with little direction

13. Self-motivated

14. Self-starter

15. Initiative

16. Leadership

17. Detail-oriented

18. Adaptable to changes

19. Bilingualism

20. Organized

21. Planning

22. Collaborative

23. Priority management

24. Highly motivated

25. Listening

26. Work under pressure

27. Critical thinker

28. Proactive

29. Creative

30. Confident