Support Analyst
Position Description:
- Monitor call queue for help tickets and provide adequate resolution based on call priority.
- Monitor for service alerts and errors and take proactive action.
- Write custom SQL to investigate potential data anomalies and assist with help ticket resolution.
- Understand all applications and use that familiarity to assist in help ticket resolution.
- Utilize citirix shadowing to identify training anomalies and/or reproduce errors seen in the field.
- Communicate with cross functional development and/or operational teams to resolve help tickets.
- Produce custom reporting solutions via SQL or Business Objects based on end-user requirements.
- Perform database table maintenance via SQL.
- Create custom SQL to determine state of impacted data.
- Conduct end-user phone interviews and document operational processes gaps that contribute to a loss of data integrity.
- Review application log files to search for root cause when resolving daily help tickets.
- Create job aids to fill voids in operational processes and assist with difficult job functions.
- Analyze help ticket trends and communicate recurring problems to development staff.
- Thoroughly document each help ticket and its associated resolution to build upon existing first/second level support documentation.
- Facilitate end-user and data center training to assist in the reduction of second level support calls.