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
