Technical Support Analyst ?

The main task of a technical support analyst is to offer computer technical assistance to users who have some type of problem or incidence with the use of any type of computer service or product, be it software or hardware, which includes the use of equipment, programs, applications, Internet, peripherals, etc.

However, the technical support analyst can also handle other tasks. For example, the control of the inventory of computer resources of a company (both hardware and software), which will include activities such as monitoring the status of licenses for the use of programs. Even, in some companies, it will be in charge of tasks such as the installation and configuration of software or others typical of computer maintenance.

To perform its work, the technical support analyst uses multiple channels, both face-to-face and, very often, remotely. These include email, chat, phone or remote desktop software .

What is the profile of the technical support analyst?

As we anticipated, the figure of the technical support analyst is increasingly demanded by companies, as more and more users are launched to use all kinds of computer products. These are some of the qualities and capabilities that companies require when they try to fill that position:

- Extensive knowledge in computer science

It is the most obvious requirement. The technical support analyst must have the necessary knowledge to provide computer technical assistance, so, often, a degree will be required to prove it. But not only that. Due to the particularity of his work, the technical support analyst must know in depth those products or services about which he provides support . If, for example, you offer support about a certain software, you should not only have general computer skills, but you should also know how this software works in depth.

- Resolutivity

It is an essential condition to develop a job that consists, fundamentally, in solving problems . The technical support analyst should be a person capable of responding to complex situations effectively. To achieve this, other qualities such as an analytical character and a great capacity for logical thinking will be of great help.

- Agility

As in so many jobs that involve customer service, the work of the technical support analyst will require high doses of agility, and even more if we realize that, in certain situations, you must offer support in relevant tasks and that require a urgent solution . Thus, you must be able not only to solve problems, but to do so quickly and efficiently.

- Capacity for teamwork

Frequently, the work of the technical support analyst will be carried out in collaboration with other co-workers. Your ability to be dialogic, empathic and work as a team will also be highly valued by companies.

- Good communication skills

Taking into account that, with great assiduity, the support analyst will have to communicate with people who lack technical training, should be able to understand them fluently in a non-technical language , in order to establish satisfactory contact and be able to perform their job.

- Proactivity

Given that your job is to solve problems, the ability to avoid them before they occur will also be highly valued in a technical support analyst. Thus, qualities such as the ability to propose improvements in the technical support service will also be taken into account by the contracting company.

- Capacity to work under pressure

Agile problem solving will not be easy if the technical support analyst does not have a good ability to work under pressure. Often, you should do your job in response to preset response times, which can lead to significant doses of stress . Therefore, your ability to handle such stress will also be a quality to consider.

- Knowledge of your work tools

It is another basic issue. The technical support analyst must not only have the ability to use very basic tools with agility, such as telephone or email, but must be able to use more specific tools of his work fluently, such as remote management software desktop support job responsibilities

And so far we have seen some of the qualities that companies demand as the ideal profile of a technical support analyst. Do you want to see something else? Do you want to know eHorus ? If you are a secure technical support analyst that eHorus interests you, because it will be a tool that you can use in your work. But even if you are not, you may want to know what it is.

Ehorus is a remote management system for computer equipment (remote desktop software) , created by Ártica Soluciones Tecnológicas, the company that has developed such powerful tools as the Pandora FMS IT monitoring software .