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Support Analyst Job Description

What does a Support Analyst do?

A Support Analyst typically works in the IT industry and is responsible for providing technical support to end-users who are experiencing IT-related issues. They are required to have a strong knowledge of hardware and software systems and are expected to identify and troubleshoot problems related to them. Support Analysts may interact with customers over the phone, via email or face-to-face, so excellent communication skills and a professional demeanor are essential. They are also expected to maintain a detailed log of customer interactions and resolutions, as well as contribute to departmental knowledge bases and training programs.

Our Support Analyst job description includes the Support Analyst responsibilities, duties, skills, education, qualifications, and experience.

Support Analyst Example

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If you need an example job description for a Support Analyst download the one below, alternatively we have many other Finance job description samples and a job description library with over 3000 job descriptions templates that you can download for free.

What does a Support Analyst do?

Support Analyst

We are looking for an experienced and motivated Support Analyst to join our team. The successful candidate will be responsible for providing technical support and assistance to our customers, ensuring that all queries are resolved promptly and effectively.

The Support Analyst will be required to handle customer inquiries via phone, email, or other channels, as well as troubleshoot reported issues, analyse problems, and provide solutions. They will also be required to investigate customer feedback and provide recommendations for improvement.

The ideal candidate should possess excellent problem-solving skills, be a team player, and have excellent communication and customer service skills. A degree in Computer Science or a related field is preferred.


• Respond to customer inquiries via phone, email, or other channels

• Troubleshoot reported issues and provide solutions

• Keep customers updated on the status of their queries

• Investigate customer feedback and provide recommendations

• Follow up with customers to ensure their satisfaction

• Participate in team meetings to discuss customer issues

• Monitor customer service metrics and suggest improvements


• Bachelor’s degree in Computer Science or a related field

• Experience providing technical support and customer service

• Excellent problem-solving skills

• Excellent written and verbal communication skills

• Ability to work under pressure

• Knowledge of customer service principles and practices

• Knowledge of relevant software and hardware

Support Analyst Role Purpose

The purpose of a Support Analyst is to provide technical assistance and troubleshooting solutions to customers, clients and colleagues in order to ensure the smooth running of computer systems, networks and software applications. A Support Analyst will be required to diagnose and resolve technical issues quickly and efficiently, as well as provide advice and guidance to customers and colleagues. In addition, they may be required to monitor system performance, provide ongoing maintenance and upgrades, and develop and implement new solutions.

Support Analyst Role

Support Analyst is a role responsible for providing technical assistance to customers and staff in resolving computer software and hardware related issues. The Support Analyst will use their technical knowledge to analyse and diagnose computer systems, identify and resolve technical problems, install and configure software applications, provide training and support for users, and maintain system security. They are also responsible for ensuring that service levels are met.

Support Analyst Duties

  • Respond to customer inquiries and provide technical support
  • Investigate and diagnose technical issues
  • Provide solutions to technical problems
  • Create and maintain user accounts
  • Update and maintain system documentation
  • Assist in the implementation of new systems

Support Analyst Requirements

  • Excellent communication skills
  • Strong problem solving and analytical skills
  • Ability to work independently and as part of a team
  • Knowledge of technical support processes and procedures
  • Good understanding of IT systems and software applications

Support Analyst Skills

  • troubleshooting
  • problem-solving
  • customer service
  • communication
  • technical knowledge

Support Analyst Personal Traits

  • Excellent communication skills
  • Strong problem-solving abilities
  • Passion for technology and customer service
  • Attention to detail

How to write a Support Analyst Job Advert

Use our job advert template to write a job advert for posting on job sites and job boards. Our job advertising templates are carefully created to help you reach your audience and beat the competition to the best talent.

A job description informs the reader about a job, whereas a job advert’s main objective is to sell the job opportunity to attract as many suitable applicants possible. A job advert maybe the first touch-point a candidate has with your company so it is important to create a great impression.

Job Advertisements should enticing, so considering using short, exciting language which get the reader’s attention.

How to write a Support Analyst Job Description

To write a job description, we recommend starting with a job description template from our job description library, which contains examples for 800+ positions and professions. Our job description examples include a job summary with duties and responsibilities and skills and requirements, which can be personalised for your job vacancy.

Job Description Advice - Guidance on How to Personalise a Support Analyst Job Specification

The hiring process and recruiting new employees to fill your key roles requires a degree of personalisation if you are to attract the best employees in a competitive employment market. The right person for a crucial role or more senior roles will likely have other employers targeting them. As your job description will be the first point of contact, you need to nail your pitch and provide the best possible service.

Job Description Tips - Help on formatting a Support Analyst Job Specification

When creating your bespoke description and advert, you should cover and promote these points:

Job title: This should accurately reflect the role and include keywords that top talent might be using to search for jobs.

Job duties: The day to day duties, such as administrative tasks, which vary depending on the company and inform the candidate if they can complete the role.

Technical skills: These are the hard skills required through training, such as proficiency with Microsoft Office.

Soft skills: These include the interpersonal skills and general abilities the right candidates will possess. For example, the competency to prioritise multiple tasks, handle customer queries and customer complaints, work alone, or build a good relationship with coworkers.

The company's culture: Highlighting your company culture and values ensures employees thrive and find outstanding job satisfaction. Candidates that are not the right fit won’t waste their time completing the application process, meaning you can focus on qualified individuals and hire in a more timely manner.

Career progression: Including the career path will entice candidates looking for career growth. 

Training and development programs: Smaller companies may need employees with previous experience or provide educational assistance over internal training offered by larger organisations with more significant resources. 

Employee benefits: Compensation and benefits often fail to appear in job ads and while you may want to hold your cards close to your chest, failing to include them is a mistake. Consider answering common questions, such as working hours and paid leave. Researching the average salary for the role in these early stages will ensure you don’t waste your interviewer’s and the candidate’s time.

Skill gaps: Your company may need to bring in new skills beyond those required to complete the key role and duties. Thinking on an organisational level can be beneficial when contemplating skills diversity.

Legal requirements: Ensure your job advert and description does not ask for inappropriate or discriminatory personal details, such as age, marital status, or religion.

How to Hire a Support Analyst

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