Monday, January 27, 2020

What Is a Technical Support Analyst?

A technical support analyst is part of an organization’s information technology (IT) department. Their job consists of installing, maintaining, and inspecting computer software. Additional duties involve providing technical assistance to users. A career as a technical support analyst requires experience with computers and knowledge of software and hardware. Many employers prefer candidates with an associate or bachelor’s degree. Other qualifications are strong troubleshooting skills and the willingness to work overtime.

A technical support analyst is involved in understanding and resolving a gamut of technical issues coming from clients. He/she is involved in analyzing and interpreting data, identifying issue areas and trends, offer resolutions and retrospective analysis and offer operational metrics to the client.
Technical Support Analyst Salary


The Job Role and Responsibilities

Some roles and responsibilities of a Technical Support Analyst include:

Regular updation on incoming client issues and subsequent prioritization of the same.
Analyze and infer conclusions on the issue faced by client and offer solutions to them in the form of detailed reports.
Participate in Root cause analysis meetings.
Offer assistance to the team in performing retrospective analysis of the various client issues arising.
Use the results of metrics and offer recommendations on how to improve the entire support process.


Competencies and Skills Required

Very strong knowledge of various operating metrics like Windows, Linux, SQL etc.,
Strong hold on network infrastructures.
Efficient communication skills to converse with clients.

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