Help Desk/Desktop Support Analyst
About the role
Our client is seeking an experienced Software Support Analyst to join a collaborative team of support professionals. The organization is preparing to release two new software systems, requiring end users to migrate to the new platforms. This transition is expected to create an increased need for application assistance, troubleshooting, and user education. The Software Support Analyst will provide first-line support for SaaS applications, respond to incoming support requests, investigate software-related issues, and guide users through effective resolutions. The ideal candidate has previous experience supporting software or business systems, strong communication skills, sound problem-solving abilities, and an interest in developing into a future Customer Success Manager role.
Responsibilities
- Provide first-line support for SaaS platforms, software applications, and related system functionality.
- Respond to incoming support requests received by phone, email, chat, or the organization’s ticketing system.
- Evaluate and prioritize support requests based on urgency, business impact, and established service expectations.
- Assist end users as they migrate to and begin using two newly released software systems.
- Troubleshoot application access, configuration, navigation, functionality, and general usage issues.
- Gather relevant information from users and apply diagnostic procedures to identify the cause of software problems.
- Ask clear, targeted questions to understand reported issues and guide users through appropriate troubleshooting steps.