Technical Support Analysts ensure effective first line of support to customers.
Technical Support Analyst Job Description, Key Duties and Responsibilities
If you are searching for information about the technical support analyst job description, you will find this post useful; you will learn about the duties, tasks, and responsibilities commonly assigned to the role.
And if you are seeking a technical support analyst job, this post also shows you the requirements you need to fulfill to access the job with most employers. Read on:
What Does a Technical Support Analyst?
Technical support analysts are responsible for handling first level support to clients. They respond, troubleshoot, generate, and update service ticket for clients.
Their job description entails providing IT support relating to desktop technical issues involving Microsoft’s core applications, business applications, and operating systems for PC (Windows 7 and higher) and MAC (OS X), Cisco VoIP phones, and peripherals.
They are also responsible for technical break/fix support for all application and desktop support currently deployed in production.
Their role also involves building new systems according to established business and clients’ standards for hardware and software applications, as required.
They also undertake research and recommend innovative and automated approaches for system administration tasks.
Identifying opportunities for continuous improvement (upgrades, security, and update patches, etc.) of systems in production are also part of the duties performed by technical support analysts.
They communicate with customers as required; keeping them properly informed of incident or request progress and notifying them of impending changes where applicable.
They must also adhere to the organization’s procedures in obtaining and evaluating all relevant information for service issues and request, according to procedures.
The technical support analyst work description involves providing technical support to system users and customer support staff.
It also entails assessing user needs, defining technical problems, and collaborating with engineering/development staff to determine solutions as well as implementing the solutions.
Technical support analysts undertake ongoing activities to maintain and enhance overall system performance.
They are responsible for delivering exceptional customer service with the goal of exceeding customers’ expectations and minimizing escalations by taking ownership of customer reported issues.
However, they are required to escalate client support tickets to appropriate resource following the escalation process and procedures where necessary.
Technical support analysts also perform data entry functions for new and active clients, as well as enter proper updates of all work and the time it occurs.
To work as a technical support analyst requires a minimum of High School Diploma or GED, but a Bachelor’s degree in Computer Science or in a related field is preferred.
Individuals who want to get into the technical support analyst career must also continually advance their knowledge base through certification courses from accredited bodies.
Technical Support Analyst Job Description Example/Sample/Template
Technical support analysts perform various functions, which involve acting as the primary interface to the computing services customers, and helping to ensure real time problem analysis and resolutions.
The sample job description below shows major tasks, duties, and responsibilities commonly performed by technical support analysts:
Responsible for monitoring cases throughout the weekday, off hours, and weekends
Take incoming calls for customer support and gather information using probing questions
Drive the diagnosis and resolution of customer reported issues by applying technical expertise, product knowledge, and problem solving skills
Frequently utilize SQL commands to extract and manipulate data from customer databases
Responsible for the analysis of customer issues in order to provide timely resolution
Apply standard tools such as Salesforce.com to track and manage issues
Initialize case escalations as part of the resolution process and Interface with Tier 2 support
Follow departmental SOP processes regarding individual and team responsibilities
Provide services directly to customers and help resolve computing problems
Ensure customer satisfaction, eliminate downtime, and prevent cost overruns by applying discretion to effect timely solution of problems
Responsible for providing technical leadership and training for lower level technical support analysts
Provide technical assistance and problem resolution for company employees
Create and maintain technical documentation on system support models, common issues, and solutions.
Technical Support Analyst Requirements – Skills, Knowledge, and Abilities for Career Success
If you are seeking to work as a technical support analyst, you will need to meet employers’ requirements for the job to prove that you will be able to perform the obligations, purpose, and objectives of the position excellently.
Shown below are major requirements applicants for the technical support analyst role will need to meet to qualify for the position with most companies:
Education: technical support analyst candidates require a minimum of High School Diploma or GED combined with a thorough knowledge of desktop and business/technical support systems and years of experience in computer technology or computer services. However, a Bachelor’s degree in Computer Science or in a related field is preferred
Knowledge: they require experience and abilities with CompTIA or A+, Network+, Microsoft MCP, Cisco CCENT, and advanced understanding of operating systems (Windows 7 or higher and MAC OS X), printing systems, network topology, and Linux/Unix
Troubleshooting skills: They must possess skills necessary to troubleshoot complex problems, analyze possible root causes, and educate customers to perform troubleshooting
Organizational skills and time management skills: They must be able to prioritize tasks and manage own workload in a timely manner as well as make timely decisions, while meeting team goals and business needs of the organization. They must also be able to adhere to schedule in providing support to customers’ or clients
Customer service skills: It is essential that they are service oriented individuals with the ability to provide customer support, applying diplomacy, tactfulness and empathy when dealing with customers. They must also have the ability to defuse escalations and high tension situations to appease customers experiencing service outages and difficulties
Active listening and communication skills: They require the ability to actively listen to customers with the aim of gaining understanding of what is said or implied by asking follow-up/clarifying questions to seek understanding. They also, require exceptional oral and written communication skills to convey technical details/information to customers in a clear and concise manner
Analytical and problem solving skills: They must be naturally curious problem solvers with command of skills required to analyze the root cause of problems, and take ownership of cases to follow through till they are resolved
Collaborative skills: They require the ability to work within a team environment, as well as to collaborate with team members and other professionals to resolve support issues.
Conclusion
If you are an employer looking to hire for the technical support analyst position, you will need to publish a good description of the job to enable interested persons to know if they could effectively perform the duties and responsibilities of the role.
The sample job description shown above can assist you to make a detailed description of the vacant technical support analyst position.
This post is also useful to individuals interested in the technical support analyst career to gain the knowledge of the duties and responsibilities performed by the role.
Did this article help improve your knowledge of what technical support analyst do? Please, leave a comment in the box below. You may also discuss your job description if you work as a technical support analyst.
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