What does a support analyst do?
The role of support analysts is to resolve problems with hardware, computer programs, and peripherals. They may focus on a particular aspect of the information technology (IT) department or give technical support to end-users. They mainly detect issues with IT equipment and software and devise solutions to resolve these issues. Also, they are responsible for answering queries from users, preparing service records, and handling escalations. Support analysts also support the company's IT operations and best practices by creating and distributing relevant IT documents.
Support analyst responsibilities
Here are examples of responsibilities from real support analyst resumes:
- Manage support activities in the CRM.
- Assist customers with configuring routers, high speed DSL modems, and cable broadband modems to achieve VoIP registrations and connectivity.
- Manage customer expectations through use of negotiation, persuasion, diplomacy and clear communication.
- Develop client case reports and dashboards within Salesforce CRM.
- Create web pages (HTML and PDF) for intranet.
- Perform hardware installations for LAN connection.
- Support for Linux/Mac/Windows systems, and iOS and android devices.
- Serve as liaison between client, designer, and HTML developer.
- Conduct user research via usability testing, user profiling, and prototyping.
- Remedy ticketing system used for monitoring and resolving issues by end users.
- Join as a beginner and are introduced to Linux servers and servers support.
- Perform preventive maintain, install new LAN cables and moving equip as necessary.
- Design, implement and support a Citrix Winframe server for an in-house application.
- Create customized templates in XSLT to massage data that is sent via XML.
- Install approved software from the APPV, SCCM, EITSD using the active directory portal.
Support analyst skills and personality traits
We calculated that 16% of Support Analysts are proficient in Customer Service, Troubleshoot, and Technical Support. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.
We break down the percentage of Support Analysts that have these skills listed on their resume here:
- Customer Service, 16%
Responded to inquiries on specific transactions/cases that required greater expertise than provided by Global Services Tactics Strategy or Customer Service.
- Troubleshoot, 7%
Resolved and troubleshoot any malfunctions involved with network system management involved with 320 remote retail kiosk locations.
- Technical Support, 5%
Interacted with institutional clients, IT departments and development to provide assistance with technical support, system functionality and update requirements.
- Application Support, 5%
Provide application support, troubleshooting and resolution of escalated issues and/or complex production, application or system problems.
- Patients, 4%
Assisted patients by explaining necessary preparations, reviewing charts after discharge and determining eligibility for medication at government's expense.
- Issue Resolution, 4%
Performed meticulous documentation of issue resolution tactics delivered to end-users when connecting to the NYULMC intranet portal.
Common skills that a support analyst uses to do their job include "customer service," "troubleshoot," and "technical support." You can find details on the most important support analyst responsibilities below.
Customer-service skills. The most essential soft skill for a support analyst to carry out their responsibilities is customer-service skills. This skill is important for the role because "computer support specialists must be patient and sympathetic." Additionally, a support analyst resume shows how their duties depend on customer-service skills: "back line support requires resolution of customer issues by conducting research, utilizing knowledge documents and customer support consultant expertise. "
Listening skills. Another essential skill to perform support analyst duties is listening skills. Support analysts responsibilities require that "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." Support analysts also use listening skills in their role according to a real resume snippet: "worked closely and communicated with internal and external clients and provide phone support when necessary. "
Problem-solving skills. Another skill that relates to the job responsibilities of support analysts is problem-solving skills. This skill is critical to many everyday support analyst duties, as "support workers must identify both simple and complex computer problems, analyze them, and solve them." This example from a resume shows how this skill is used: "provided complaint resolution and customer support for practitioners and dispensers utilizing the pmp database. "
Speaking skills. For certain support analyst responsibilities to be completed, the job requires competence in "speaking skills." The day-to-day duties of a support analyst rely on this skill, as "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." For example, this snippet was taken directly from a resume about how this skill applies to what support analysts do: "performed as team lead, trainer, spokesperson for department for hr, and also manager in the absence of manager. "
Writing skills. Another crucial skill for a support analyst to carry out their responsibilities is "writing skills." A big part of what support analysts relies on this skill, since "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." How this skill relates to support analyst duties can be seen in an example from a support analyst resume snippet: "assist in writing service level agreements with departments within the health system for the purpose of application support. "
The three companies that hire the most support analysts are:
- AVANGRID59 support analysts jobs
- Oracle55 support analysts jobs
- Workforce Opportunity Services46 support analysts jobs
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Compare different support analysts
Support analyst vs. Technical support trainer
A technical support trainer specializes in creating training programs meant to mold workers into becoming valuable members of a company workforce. Their responsibilities revolve around identifying the trainees' needs, providing written and verbal instructions, addressing and resolving inquiries and concerns, conducting skills assessments, managing schedules, monitoring attendance and performance, and providing consultations to trainees. Furthermore, as a trainer, it is essential to lead and encourage trainees to achieve their goals, all while implementing and emphasizing the company's policies and regulations.
These skill sets are where the common ground ends though. The responsibilities of a support analyst are more likely to require skills like "application support," "patients," "issue resolution," and "system issues." On the other hand, a job as a technical support trainer requires skills like "product support," "sql," "post implementation," and "switches." As you can see, what employees do in each career varies considerably.
Technical support trainers earn the highest salaries when working in the technology industry, with an average yearly salary of $44,355. On the other hand, support analysts are paid more in the finance industry with an average salary of $93,871.technical support trainers tend to reach similar levels of education than support analysts. In fact, technical support trainers are 2.2% less likely to graduate with a Master's Degree and 0.1% less likely to have a Doctoral Degree.Support analyst vs. Systems support
A systems support agent is responsible for resolving system applications and network issues, performing technical configuration, and upgrading systems infrastructure. A systems support representative conducts regular maintenance and diagnostic tests on the computer applications to ensure its optimal performance and efficiency to support business operations and avoid delays in deliverables. They also assist the technology team in designing backup systems and improve existing networks according to business requirements and specifications. They write resolution reports for reference to prevent the reoccurrence of system malfunction and inconsistencies.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that support analyst responsibilities requires skills like "application support," "patients," "issue resolution," and "excellent interpersonal." But a systems support might use other skills in their typical duties, such as, "pc," "provides technical support," "end user support," and "system support."
Systems supports earn a lower average salary than support analysts. But systems supports earn the highest pay in the professional industry, with an average salary of $72,760. Additionally, support analysts earn the highest salaries in the finance with average pay of $93,871 annually.systems supports earn similar levels of education than support analysts in general. They're 1.1% less likely to graduate with a Master's Degree and 0.1% less likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for 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.
Support analyst vs. Desktop support technician
A desktop support technician is responsible for troubleshooting defective computer systems, affecting its performance and efficiency. Desktop support technicians must be highly familiar with the technology systems and programming codes to navigate system applications and locate the discrepancy of the system. They keep documentation of the ticket issue and the resolution for reference and quality improvement. A desktop support technician also configures and updates computer systems and networks for better optimization, as well as conducting regular inspections and monitoring the efficiency of installed programs and patches.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from support analyst resumes include skills like "application support," "patients," "issue resolution," and "excellent interpersonal," whereas a desktop support technician is more likely to list skills in "laptop computers," "network printers," "workstations," and "remedy. "
Desktop support technicians make a very good living in the finance industry with an average annual salary of $49,591. On the other hand, support analysts are paid the highest salary in the finance industry, with average annual pay of $93,871.desktop support technicians typically earn lower educational levels compared to support analysts. Specifically, they're 5.5% less likely to graduate with a Master's Degree, and 0.4% less likely to earn a Doctoral Degree.Support analyst vs. Information technology analyst
An information technology analyst is responsible for identifying business opportunities by creating and designing technology systems that would help business operations perform efficiently and accurately. Information technology analysts manage systems maintenance, upgrade and install updates for better optimization, and perform feature revisions and adjustments based on the end-user experience. They analyze client and business specifications and research a multiple system approach to generate technology solutions. An information technology analyst must have excellent analytical skills, as well as broad knowledge of the technology industry.
Even though a few skill sets overlap between support analysts and information technology analysts, there are some differences that are important to note. For one, a support analyst might have more use for skills like "troubleshoot," "application support," "issue resolution," and "data entry." Meanwhile, some responsibilities of information technology analysts require skills like "infrastructure," "security policies," "switches," and "encryption. "
The technology industry tends to pay the highest salaries for information technology analysts, with average annual pay of $94,506. Comparatively, the highest support analyst annual salary comes from the finance industry.information technology analysts reach similar levels of education compared to support analysts, in general. The difference is that they're 3.8% more likely to earn a Master's Degree, and 0.2% less likely to graduate with a Doctoral Degree.Types of support analyst
Updated January 8, 2025
