IT Support Analyst

Job description

We are seeking a highly organized and customer-focused Support Analyst. This role is critical in ensuring a smooth transition for end users by providing frontline support, managing escalations, and maintaining clear communication throughout the process. While IT expertise is not required, a basic understanding of software systems is a plus. Qualifications: - Serve as the first point of contact for users. - Provide exceptional customer service and support via phone, email, and chat. - Escalate technical issues and user concerns to the appropriate teams promptly. - Track and document user interactions and issues in a clear and organized manner. - Collaborate with internal teams to ensure timely resolution of escalated issues. - Assist in creating and maintaining support documentation and FAQs. - Monitor rollout progress and report trends or recurring issues to leadership. - Proven experience in a customer service or support role. - Excellent organizational skills and attention to detail. - Strong communication skills, both written and verbal. - Ability to manage multiple tasks and prioritize effectively. - Comfortable working in a fast-paced, dynamic environment. - Basic familiarity...