System Support Analyst

**Roles and Responsibilities:**



• Flexibility to changes in shift schedules, as dictated by Management



• Communicates with end users to clarify and define requirements



• Provide comprehensive Customer/Technical support services to support center customers



• Work within Service Level Agreements



• Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements



• Take all steps to resolve issues reported to them and or escalate to the appropriate contact



• Use all available reference materials to help resolve the customer’s issue/s



• Take all necessary steps to ensure customer satisfaction at the end of the service



• Create and submit detailed call/email logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call /email logging components



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