Application Support Analysts are tasked with answering and resolving customer issues related to smartphone or computer applications. The types of applications they work on can range from mobile games to banking software and typically deal with a large number of customers on a daily basis.
Application support analysts typically report to a senior staff member, such as an IT (IT) manager or senior systems analyst, while simultaneously leading a team of software professionals. They spend their time working in an office environment and can be employed by software companies, game developers, technology producers, and other types of organizations. According to results published by the Bureau of Labor Statistics, the demand for IT support specialists across the industry, which includes application support analysts, is up 12%. This should lead to the opening of 88,800 new positions by 2024.
Duties and Responsibilities of the Application Support Analyst
To ensure that all applications run smoothly and that all customer inquiries are properly addressed, Application Support Analysts perform a variety of tasks. We have analyzed various online job postings to identify these core applications and responsibilities of the Application Support Analyst.
Evaluate the problems
Application Support Analysts will receive customer complaints and inquiries through a variety of channels, including email, telephone and live chat. In addition to ensuring that every single complaint is properly addressed, application support analysts also need to evaluate customer issues as a whole to identify specific areas of concern.
Solve problems proactively
In addition to solving problems that have already arisen, application support analysts must also come up with plans designed to help avoid problems in the first place. It involves periodically evaluating the current state of the application, identifying areas for improvement, and recommending changes to facilitate those improvements.
Leading developers
Reacting to customer reported problems is an important part of an application support analyst's job, but that's not all. Ensuring ongoing daily maintenance is also a crucial responsibility, and application support analysts must lead a team of software developers and production support personnel to achieve this.
Keep records
Application support analysts should consider positive long-term changes and short-term troubleshooting. To lay the groundwork for such changes to occur, they will be required to keep detailed records of application performance and deficiencies for senior staff review and analysis.
Provide on call support
In addition to analyzing general problems and solutions, application support analysts will often need to provide on-call technical support to users of an application. Depending on the employer, this can be done as needed or be a regular liability. Interaction with users can be via phone calls, emails or live chat and requires application support analysts to pay close attention to each user.
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