What does a Support Analyst do?
Published 4 min read
A support analyst provides technical assistance to computer users. They answer questions or resolve computer problems for clients in person, via telephone or from a remote location. Support analysts also offer advice to clients on how to use specific computer hardware and software.
Support Analyst job duties include:
- Providing support to users by phone, email, or in person
- Diagnosing and resolving technical issues
- Researching and identifying solutions to software and hardware problems
- Installing, configuring, and upgrading computer systems and software
- Monitoring and maintaining computer systems and networks
- Training users on new computer systems and software
- Troubleshooting system errors or bugs and providing solutions
- Creating or updating documentation for computer systems and networks
- Coordinating with other IT staff to resolve technical issues
Support Analyst Job Requirements
A support analyst is responsible for providing technical assistance to computer users. They answer questions or resolve computer problems for clients in person, via telephone or from a remote location. A support analyst may work in a call center or be assigned to a specific client. To be a support analyst, you need at least a high school diploma. Many employers prefer candidates who have an associate's degree or higher in computer science or a related field. Certification from companies such as Microsoft and Cisco can also be helpful. Support analysts should have strong customer service and communication skills, as well as patience when dealing with difficult customers. Prior experience working with computers and software is also required.
Support Analyst Skills
- Analytical skills
- Communication skills
- Problem-solving skills
- Organizational skills
- Time management skills
- Customer service skills
- Interpersonal skills
- Technical skills
- Patience
- Attention to detail
- Multi-tasking
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How to become a Support Analyst
A support analyst is a technical expert who provides support to users of a particular computer system or software program. They are responsible for answering questions, resolving problems, and providing training and guidance to users.
Becoming a support analyst requires both technical knowledge and people skills. First, you must have a strong understanding of the system or program you will be supporting. This means being able to use it yourself and being familiar with its features and capabilities. You should also be able to troubleshoot common problems and know how to find answers to questions that users may have.
In addition to technical knowledge, you must also have excellent communication and customer service skills. You will be dealing with people who may be frustrated or angry about their experience with the system or program. It is your job to help them resolve their issues in a calm and professional manner. You should also be able to provide clear and concise instructions when needed.
If you have the necessary technical and people skills, becoming a support analyst can be a rewarding career. You will get satisfaction from helping others solve their problems and will play an important role in keeping businesses running smoothly.
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