What does a senior support analyst do?
A senior support analyst works at an IT company to help users troubleshoot software and hardware related problems. As a senior analyst, they usually have some supervisory responsibilities, and they are in charge of helpdesk support or technical support team. The job responsibilities involve communicating with existing users and clients having problems using the company's software or hardware in the way for which it was intended. They assist the user in working or fixing the issue through a series of guided steps and help to design and modify these troubleshooting steps or guidelines as required.
Senior support analyst responsibilities
Here are examples of responsibilities from real senior support analyst resumes:
- Maintain communication with management regarding performance metrics and achieve SLA's.
- Manage client expectations, ensuring timely resolution and business- friendly updates to meet establish SLA and maintain client satisfaction.
- Manage data mapping from legacy CRM systems, including creating data mapping documentation in preparation for migration to Salesforce.com.
- Perform on-site service calls and troubleshot Citrix environment issues.
- Remedy to log service calls and update ticket information.
- Develop Unix shell scripts and PL/SQL procedures to transfer data across databases.
- Review and update the procedure manuals on and publish on SharePoint as required.
- Install, configure, maintain, and support AIX, Linux, enterprise software, and applications
- Create install DVD containing OS and software for remote locations and vendors to use for system deployment.
- Install mainframe hardware/software and troubleshoot.
- Document troubleshooting procedures in SharePoint.
- Develop Linux on EMC training documentation.
- Configure wireless and troubleshoot connectivity issues.
- Assist customers with debugging and comprehension of technical lingo and documentation.
- Provide support for router and firewall configuration and debugging relate to the video conference equipment.
Senior support analyst skills and personality traits
We calculated that 21% of Senior Support Analysts are proficient in Database, Java, and Linux. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.
We break down the percentage of Senior Support Analysts that have these skills listed on their resume here:
- Database, 21%
Maintain master database of all Trading applications which assists management in determining business initiatives as well as cost savings objectives.
- Java, 19%
Provide customer support for creating and managing web pages using HTML, Java Script and Dreamweaver.
- Linux, 18%
Managed systems, that supports multiple users that are Windows & Linux based.
- Customer Issues, 12%
Provided daily summary reports of customer issues/resolution for upper management and detailed entry of customer issues into internal tracking application.
- Troubleshoot, 3%
Worked with program developers along with global exchanges internal support teams to troubleshoot various regulatory, software or specific client issues.
- Technical Support, 3%
Provided technical support, and problem analysis to end-users for a wide variety of business applications utilizing accounting software applications.
Most senior support analysts use their skills in "database," "java," and "linux" to do their jobs. You can find more detail on essential senior support analyst responsibilities here:
Customer-service skills. One of the key soft skills for a senior support analyst to have is customer-service skills. You can see how this relates to what senior support analysts do because "computer support specialists must be patient and sympathetic." Additionally, a senior support analyst resume shows how senior support analysts use customer-service skills: "provide network hardware/software installations, training's, upgrades and internet support develop/coordinate on-site customer support and training presentations"
Listening skills. Many senior support analyst duties rely on listening skills. "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.," so a senior support analyst will need this skill often in their role. This resume example is just one of many ways senior support analyst responsibilities rely on listening skills: "communicated with clients to explain technical issues and manage expectations when patch development was delayed. "
Problem-solving skills. This is an important skill for senior support analysts to perform their duties. For an example of how senior support analyst responsibilities depend on this skill, consider that "support workers must identify both simple and complex computer problems, analyze them, and solve them." This excerpt from a resume also shows how vital it is to everyday roles and responsibilities of a senior support analyst: "provided solution-oriented application support of amisys advance and powermhc software applications. ".
Speaking skills. A big part of what senior support analysts do relies on "speaking skills." You can see how essential it is to senior support analyst responsibilities because "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." Here's an example of how this skill is used from a resume that represents typical senior support analyst tasks: "represented product revenue information by using sql server s reporting services and analysis services. "
Writing skills. Another common skill required for senior support analyst responsibilities is "writing skills." This skill comes up in the duties of senior support analysts all the time, as "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." An excerpt from a real senior support analyst resume shows how this skill is central to what a senior support analyst does: "reduced helpdesk calls 25% by writing documents for installing and configuring various software applications. "
The three companies that hire the most senior support analysts are:
- The PNC Financial Services Group15 senior support analysts jobs
- Citi11 senior support analysts jobs
- Bank of America9 senior support analysts jobs
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Compare different senior support analysts
Senior support analyst vs. Analyst lead
The duties of an analyst lead depend on one's line of work or industry of employment. Typically, their responsibilities revolve around performing research and analysis, coordinating with different departments to gather leads and data, reviewing findings, and producing reports and presentations for the stakeholders and other higher-ranking officials. Through the results, an analyst lead can provide advice, devise strategies for business optimization, spearhead the development of processes, identify strengths and weaknesses, and offer recommendations on areas in need of improvement. All of this is done while in adherence to the company's vision and mission.
There are some key differences in the responsibilities of each position. For example, senior support analyst responsibilities require skills like "database," "customer issues," "technical support," and "application support." Meanwhile a typical analyst lead has skills in areas such as "analytics," "data analysis," "project management," and "excellent interpersonal." This difference in skills reveals the differences in what each career does.
Analyst leads tend to make the most money working in the finance industry, where they earn an average salary of $110,488. In contrast, senior support analysts make the biggest average salary, $116,688, in the finance industry.The education levels that analyst leads earn slightly differ from senior support analysts. In particular, analyst leads are 8.2% more likely to graduate with a Master's Degree than a senior support analyst. Additionally, they're 0.9% more likely to earn a Doctoral Degree.Senior support analyst vs. Technical support senior engineer
A technical support senior engineer is primarily in charge of resolving complicated issues and concerns through calls and correspondence, ensuring efficiency and client satisfaction. Their responsibilities include coordinating with customer support staff to gather data, studying records of initial assessments, liaising with clients to identify their needs, utilizing their expertise to develop solutions, and maintaining records of all transactions. Furthermore, as a technical support senior engineer, it is essential to lead and serve as a mentor to others, all while implementing the company's policies and regulations.
Each career also uses different skills, according to real senior support analyst resumes. While senior support analyst responsibilities can utilize skills like "technical support," "application support," "strong problem-solving," and "user accounts," technical support senior engineers use skills like "azure," "tcp ip," "ruby," and "switches."
On average, technical support senior engineers earn a higher salary than senior support analysts. Some industries support higher salaries in each profession. Interestingly enough, technical support senior engineers earn the most pay in the telecommunication industry with an average salary of $104,548. Whereas senior support analysts have higher pay in the finance industry, with an average salary of $116,688.technical support senior engineers earn similar levels of education than senior support analysts in general. They're 0.3% more likely to graduate with a Master's Degree and 0.9% less likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for senior support analysts in the next 3-5 years?
Babak Beheshti Ph.D.
Dean, Professor, New York Institute of Technology
-We will be witnessing a more widespread commercial deployment of 5G in 2020. With the implementation of the Standalone 5G devices based on the 3gpp release 16, we should be seeing the more robust mobile broadband deployment of 5G, wider availability of 5G smartphones, and a push towards an all 5G Network in select urban areas around the world.
-Significant growth in AI-based technologies, from face recognition and voice recognition to business intelligence and market predictions. As machines and deep learning algorithms get integrated into many applications, many industries will undergo substantial changes. AI systems will continue to interact with our phones; cars will interpret and analyze their surroundings and intelligently drive themselves. Online vendors will monitor our browsing habits, and Google decides what kind of search results to give us, based on who it thinks we are.
Senior support analyst vs. Computer analyst
A computer analyst is responsible for generating technical solutions to improve operational efficiency and processes. Computer analysts create models for system applications and perform upgrades on software and hardware networks to boost optimization. They also develop strategic methods to enhance the performance of existing systems and identify inconsistencies for immediate resolution. A computer analyst must have excellent communication and technical skills, especially in managing the security of computer data and setting the configuration and accessibility of networks for authorized users.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from senior support analyst resumes include skills like "database," "java," "customer issues," and "application support," whereas a computer analyst is more likely to list skills in "computer system," "c++," "data entry," and "desk support. "
Computer analysts make a very good living in the technology industry with an average annual salary of $81,179. On the other hand, senior support analysts are paid the highest salary in the finance industry, with average annual pay of $116,688.computer analysts typically earn similar educational levels compared to senior support analysts. Specifically, they're 0.9% less likely to graduate with a Master's Degree, and 0.6% less likely to earn a Doctoral Degree.Senior support analyst vs. Support lead
A support lead is typically in charge of overseeing the performance of a technical support team, ensuring efficiency and customer satisfaction. Their responsibilities revolve around assessing the performance of the workforce, resolving complex issues, identifying customer needs and sales opportunities, and training new team members. They may also perform calls and correspondence, respond to inquiries, and resolve issues promptly. Furthermore, as a support lead, it is essential to perform clerical tasks such as preparing progress reports, managing schedules, and maintaining records of transactions.
Types of senior support analyst
Updated January 8, 2025
