1. PURPOSE OF POSITION

The Technical  Support Analyst is responsible for providing technical and operational support to end-users, ensuring efficient resolution of issues and maintaining high levels of user satisfaction. This role involves analyzing and troubleshooting technical problems, managing service requests, and working closely with other IT and business units to improve support processes and service delivery.

 

 

2. MAJOR RESPONSIBILITIES

Internal System Application Support: Provide technical support for internal system applications, including troubleshooting, resolving issues, and ensuring smooth operation. Collaborate with development teams to identify and resolve application-related problems. Query Triage: Receive, analyze, and prioritize incoming queries from users. Determine the urgency and complexity of each query to ensure timely and effective resolution. Issue Tracking and Assignment: Utilize ticketing systems to track and manage incoming queries. Assign queries to the correct Level 2 (L2) associates based on their expertise and workload. User Communication: Respond to users in a timely and professional manner, providing clear and concise information about the status of their queries. Escalate complex issues to higher-level support teams as necessary. Documentation: Maintain accurate records of all queries, resolutions, and follow-up actions. Make sure to maintain metrics on query resolution times and user satisfaction. Continuous Improvement: Identify trends and patterns in user queries to suggest improvements in system functionality or user experience. Participate in regular meetings with the support team to discuss best practices, share knowledge, and address any challenges. Knowledge Sharing: Stay updated with the latest features and updates of internal system applications. Share knowledge with other support analysts to ensure a cohesive and efficient support environment

 

 

 

3. CRITERIA FOR PERFORMANCE EVALUATION (KPIS)

Percentage of issues resolved within SLA timeframe Feedback from development teams on collaboration effectiveness Accuracy in prioritizing queries based on urgency and complexity Average time taken to triage and assign queries Accuracy in utilizing ticketing system for issue tracking Percentage of queries assigned to correct L2 associates User satisfaction scores (CSAT, NPS) Percentage of queries responded to within SLA Effectiveness in escalating complex issues Completeness and accuracy of records and metrics Number of improvement suggestions made Participation in support team meetings Demonstration of up-to-date application knowledge Feedback on knowledge sharing effectiveness

 

 

4. QUALIFICATION AND EXPERIENCE

Graduate : Any Specialization At least 2-3 years’ experience in similar rôle Hands on experience of working with data, Certification products Experience in professional services industry is a plus

 

 

 

 

 

5. SKILLS & QUALITIES

 

Technical Skills: Basic understanding of SDLC methodologies Familiarity with Agile principles and practices Basic knowledge of testing concepts (e.g., unit testing, integration testing) to ensure requirements are met Ability to write clear and concise issue descriptions for technical teams

 

Soft Skills:

 

Communication Skills: Effective communication of technical concepts to both technical and non-technical audiences. Teamwork: The capacity to collaborate with diverse teams and share knowledge. Very good knowledge on Reporting and presentation Ability to work independently and meet deadlines