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Technical Support Analyst
3 weeks ago
A technical support analyst is a professional who provides technical assistance and troubleshooting to customers, clients, or employees who use computer systems, software, or hardware. Some of the duties and responsibilities of a technical support analyst include:
Responding to inquiries and requests for technical support via phone, email, chat, or in person
Diagnosing and resolving technical issues related to computer systems, software, or hardware
Escalating complex or unresolved problems to senior technicians or specialists
Documenting and tracking support cases and solutions
Providing training and guidance to users on how to use computer systems, software, or hardware effectively and securely
Updating and maintaining technical support knowledge base and manuals
Testing and evaluating new or updated computer systems, software, or hardware
Creating of dashboard and reports.
Tracking of KPIs