Support Analyst

Role Description

The Support Analyst will be responsible for providing technical and operational support to ensure the smooth functioning of systems, applications, and business processes. This role focuses on troubleshooting issues, maintaining service quality, and assisting end users in resolving technical challenges efficiently. The ideal candidate is detail-oriented, customer-focused, and skilled in diagnosing and resolving problems in a fast-paced environment.

Key responsibilities include monitoring systems, responding to support requests, and identifying the root causes of technical issues. The Support Analyst will collaborate with internal teams such as IT, software development, and operations to resolve incidents, document solutions, and improve processes. They will manage service tickets, track performance metrics, and ensure issues are addressed according to established service-level agreements (SLAs). The role also involves maintaining knowledge bases, preparing system documentation, and assisting in the rollout of updates or new tools.

The Support Analyst will help test new applications or patches, perform routine maintenance tasks, and contribute to system performance monitoring. They will support users through multiple communication channels—such as email, chat, and helpdesk systems—ensuring timely and professional resolution of inquiries. In addition, they will identify recurring issues, recommend process improvements, and collaborate with technical teams to enhance system stability and user experience.

The ideal candidate combines strong technical aptitude with excellent communication and problem-solving skills. This role offers the opportunity to gain exposure to a range of systems and business operations, providing a strong foundation for career growth in IT support, systems analysis, or business technology management.

Qualifications

• Bachelor’s degree or equivalent in information technology, computer science, business systems, or a related field.
• Strong analytical and troubleshooting abilities with a focus on problem resolution.
• Familiarity with IT support tools, ticketing systems, and incident management platforms (e.g., Jira, ServiceNow, Zendesk).
• Basic understanding of operating systems (Windows, macOS, Linux) and networking fundamentals.
• Knowledge of databases, APIs, or scripting (e.g., SQL, Python, PowerShell) is an advantage.
• Excellent communication skills for interacting with users, technical teams, and stakeholders.
• High attention to detail and ability to follow structured workflows and documentation standards.
• Strong organizational skills to manage multiple support requests and prioritize tasks effectively.
• Ability to work collaboratively within cross-functional teams and adapt to changing technical environments.
• A proactive mindset, eagerness to learn, and commitment to providing exceptional user support.