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Support analyst skills for your resume and career

Updated January 8, 2025

9 min read

Quoted experts

Anthony Baron,

Kate Marek Ph.D.

Below we've compiled a list of the most critical support analyst skills. We ranked the top skills for support analysts based on the percentage of resumes they appeared on. For example, 16.4% of support analyst resumes contained customer service as a skill. Continue reading to find out what skills a support analyst needs to be successful in the workplace.

15 support analyst skills for your resume and career

1. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how support analysts use customer service:

Responded to inquiries on specific transactions/cases that required greater expertise than provided by Global Services Tactics Strategy or Customer Service.
Detailed troubleshooting of software functionality and coordinating timely resolution of client support cases, while providing excellent customer service.

2. Troubleshoot

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Here's how support analysts use troubleshoot:

Resolved and troubleshoot any malfunctions involved with network system management involved with 320 remote retail kiosk locations.
Worked with technicians and other internal departments to troubleshoot router/switch initialization on the fiber optic network.

3. Technical Support

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Here's how support analysts use technical support:

Interacted with institutional clients, IT departments and development to provide assistance with technical support, system functionality and update requirements.
Provided successful implementation of highly effective help desk operations and the cost-effective management of innovative customer and technical support strategies.

4. Application Support

The efficient operation of an application needs day to day maintenance that is done through application support. It assists users to manage any queries or errors they may face in the daily use of the application as well as provide a contact that users can reach for assistance. It may include a service desk and backups.

Here's how support analysts use application support:

Provide application support, troubleshooting and resolution of escalated issues and/or complex production, application or system problems.
Executed routine quality control testing of all remote site services pertaining to application support and business continuity.

5. Patients

Here's how support analysts use patients:

Assisted patients by explaining necessary preparations, reviewing charts after discharge and determining eligibility for medication at government's expense.
Helped patients overcome financial and insurance obstacles to ensure continuation of therapy.

6. Issue Resolution

Issue resolution refers to a set of processes that can be used to resolve an issue, conflict, dispute, or claim, and the ability to deal with the problems that need to be resolved, the decisions that need to be made, and the risks that need to be mitigated. Essentially, an issue resolution process intends to make it easier for people to come to a resolution following an issue.

Here's how support analysts use issue resolution:

Performed meticulous documentation of issue resolution tactics delivered to end-users when connecting to the NYULMC intranet portal.
Generated detailed documentation for issue resolution process with proactive client status updates.

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7. Excellent Interpersonal

Here's how support analysts use excellent interpersonal:

Assisted with compliance, risk and legal issues which required excellent interpersonal, analytical, written and verbal skills.

8. Data Entry

Data entry means entering data into a company's system with the help of a keyboard. A person responsible for entering data may also be asked to verify the authenticity of the data being entered. A person doing data entry must pay great attention to tiny details.

Here's how support analysts use data entry:

Performed administrative review, financial analysis, data entry and assisted in database migration efforts.
Maintained an electronic/hard copy filing system with data entry and scanned documents.

9. Management System

A management system is a set of policies, processes, and procedures taken by an organization or a business to ensure it can fulfill its tasks and achieve its objectives. A management system makes sure that the company excels financially and improves the user experience. The management system also takes care of the worker's and employees' needs and manages their workload and oversees their performance. Apart from interior matters of the company, a management system also deals with exterior matters like legislations, tax matters, and law issues.

Here's how support analysts use management system:

Participated in company wide implementations through the Enterprise Change Management system and perform site testing/validation for the infrastructure and servers monitored.
Replaced personal computers with thin clients allowing access to the warehouse management system while reducing cost and improving security.

10. PowerPoint

Here's how support analysts use powerpoint:

Edited PowerPoint briefings and presentations for submission.
Finalized and prepared packages via Microsoft PowerPoint.

11. Phone Calls

Phone calls are a wireless or wired connection made over a telephone or a mobile phone between two people. Two parties are involved in a phone call, the caller and the receiver. A caller dials the number of the one he wants to call, and the recipient hears a bell or a tune to which he picks up the call. The call establishes a connection between them through which they can communicate. The voice is converted into signals and is transmitted through wired or wireless technology.

Here's how support analysts use phone calls:

Responded promptly to phone calls and emails regarding printer configuration and network connectivity issues.
Fielded incoming support phone calls and maintained incident tracking according to company procedure.

12. System Issues

Here's how support analysts use system issues:

Research and problem resolution for customer related issues, operational and system issues, including making recommendations, proposals and implementation.
Raise incident tickets for emerging system issues based on event notifications generated automatically or reported through other channels.

13. Strong Analytical

Here's how support analysts use strong analytical:

Leverage strong analytical skills to provide clients with reports showing increases in inventory receipts, sales growth and optimize conversions.
Execute strong analytical and problem solving skills.

14. SQL Server

Here's how support analysts use sql server:

Worked within the reporting realm utilizing Crystal Reports and Microsoft SQL Server Management Studio
Partnered with other teams within Windows & Devices Group Operations organization to provide SQL Server Best Practices and mentoring where needed.

15. Strong Problem-Solving

Here's how support analysts use strong problem-solving:

Commended by superiors for work ethic and strong problem-solving skills.
Exceeded call-handling goals, closing an average of 50 calls daily by utilizing strong problem-solving skills and knowledge base.

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What skills help Support Analysts find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What skills stand out on support analyst resumes?

Anthony Baron

Teaching Assistant, Associate Software Engineer, American University

For new graduates, the main skills that stand would definitely include which programming languages (Java, JavaScript, Python, etc.) have been used along with a depth of knowledge, which frameworks and libraries (React, Django, Flask, etc.) were used throughout projects and internships, and showing work experience. Most introductory and required courses will teach programming languages but do not always teach frameworks, which is why I would always recommend people to do personal projects and internships throughout college. Many positions at the entry-level are often very general. However, positions that are looking for specifics will look for certain skills and experience. For example, positions looking more towards web development would be more interested in whether a user used frameworks used to build websites. Showing leadership and trustworthiness is also a helpful skill to stand out via work experience and university clubs.

What support analyst skills would you recommend for someone trying to advance their career?

Kate Marek Ph.D.

Director and Professor, Dominican University

If possible, find a paid internship in your area of interest, which will help expand your professional network and build your skillset. Use this time to keep scanning job ads to identify skill sets in demand; look for online mini-courses to make those skill sets.

What type of skills will young support analysts need?

George Miller

Associate Professor Computer Science, Tiffin University

Many organizations realize graduates cannot learn everything in college about their major but want the graduate to have a solid foundation on their field of study. The organization wants to mold the graduate to their company environment with how they do things related to the field of study. Most companies want college graduates to have good communication skills (both oral and written), critical thinking skills and be able to work well in teams. These skills have been a staple for graduates since I can remember. This is why a college graduate takes many general education courses related to these skills and many of their major courses emphasize these skills.
Going back to the previous answer I believe graduates in all fields of study will need a better knowledge of technology and easier adaptability to changing technology. Again, an IS degree is already preparing students for this.

What technical skills for a support analyst stand out to employers?

Chirag Parikh Ph.D.

Computer Engineering Chair, Grand Valley State University

If you ask me, I consider valuable experience over good paycheck. Once you have gained that experience the paycheck will follow. As soon as you are out of college, the knowledge gained is very fresh and raring to go. If put into the right place can enhance your technical skills and you can do wonders.
As a Computer Engineering professor, I would say the job opportunities are tremendous for students out of college as they can venture into hardware field (technical support, hardware engineer, test engineer and much more) as well as software field (software engineer, software developer, software tester and much more). The possibilities are endless.
With COVID and employees working remotely there is still ample opportunity to enhance your technical and interpersonal skills as I believe remote working might stay for a while till things get back to normal.

What soft skills should all support analysts possess?

Robert Vinaja Ph.D.

Assistant Professor of Computer Information Systems, Texas A&M University San Antonio

-Ability to work as part of a team.

-Attention to detail.

-Problem-solving and analytical skills.

Do you want to know more?

List of support analyst skills to add to your resume

The most important skills for a support analyst resume and required skills for a support analyst to have include:

Customer Service
Troubleshoot
Technical Support
Application Support
Patients
Issue Resolution
Excellent Interpersonal
Data Entry
Management System
PowerPoint
Phone Calls
System Issues
Strong Analytical
SQL Server
Strong Problem-Solving
User Support

SharePoint
Level Support
Customer Satisfaction
Salesforce
Customer Support
Desktop Support
Problem Resolution
Technical Assistance
Java
Linux
OS
Technical Issues
HR
SLA
Unix
Software Issues

Customer Issues
Software Applications
VPN
SME
CPOE
Mac
QA
Computer System
Software Support
LAN
PCS
Troubleshooting Assistance
Phone Support
POS
TCP/IP

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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