Shellsquare llp jobs - Software Support Analyst

DUTIES AND RESPONSIBILITIES:

·         Handle software-related requests for assistance (problems)

·         Troubleshoot software and identify root causes of software problems

·         Analyze software related issues and propose solutions

·         Fix software problems and test (verify) solutions prior to implementing them

·         Obtain and log customer feedback for the purpose of process improvement

·         Document software support activities thoroughly, accurately, and in a timely manner

·         Make decisions quickly, sometimes with limited information

·         Review work log, customer feedback periodically with supervisor and other analysts and technicians, to identify and act on opportunities for improvement

·         Support analysts tend to work within larger teams of IT professionals to resolve user issues, so effective collaboration within the department is essential

·         This role requires excellent technical and creative problem-solving skills, since support analysts develop and deploy solutions to user issues and conduct troubleshooting

·         Support analysts typically handle multiple user issues at once, so they should be able to effectively manage their time, set priorities, and resolve problems in a timely manner

·         Effective communication is vital in this role, since support analysts prepare and maintain reports about problems and frequently talk users through steps, they can take to resolve software issues