Application support analysts respond to application support requests for smartphone or computer applications. Often part of a wider team, they are responsible for the smooth operation of specific software applications within an organisation or to the end-user.They may also be involved in the maintenance and upgrade of apps as they uncover bugs or common issues faced by the end-user, as well as reporting on the functions of the app itself. Because they are often the first point-of-contact for the end-user, they have a great depth of knowledge when it comes to user experience. As such, they may also provide reports and suggestions on next iterations or updates.Application support analysts assess problems, actively problem-solving these issues as they arise, and inform developers of these support requests. They are also responsible for:Keeping a record of any issues, problems, or bugs, usually within a databaseProviding on-call supportMaintaining and updating technical and instruction manuals, policies, and proceduresTraining usersEnsuring compliance with all local and international regulationsManaging a support ticket systemTesting prototypes, upgrades, or updates
What skills and qualifications should an Application Support Analyst have?
Because Application support analysts straddle the line between technician, analyst and customer support, they require a good mix of hard and soft skills.While a tertiary education in computer science or software development is recommended, it is not necessary. Instead, Application support analysts should be able to demonstrate:A high level of knowledge in the organisation's computer systemRelevant programming languages, like SQL, Java, UNIX, or OracleTroubleshooting methodologies and issue resolution techniquesAdditionally, Application support analysts should possess high levels of the below skills to perform well in the role:Customer serviceProblem solvingCritical thinkingCommunication and interpersonalFlexibilityRelationship managementThe ability to translate complex ideas for non-tech staff/customersSubmit your resume or request talent now and our expert recruiters will be with you shortly.Robert Half can assist you with your application support analyst staffing needs.
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