Senior Support Analyst

2 weeks ago


St Louis, Missouri, United States Aston Carter Full time

Position Title: Lead Analyst

Job Overview:

We are seeking a dedicated Lead Analyst to oversee our support operations and enhance team performance. This role is crucial in ensuring that our technical support services meet the highest standards.

Key Responsibilities:

  • Guide and mentor a team of Support Analysts, offering training and constructive feedback.
  • Promote a collaborative and positive team environment that encourages professional development.
  • Provide direct technical assistance to users, addressing hardware, software, and network challenges.
  • Escalate intricate issues to specialized teams or higher-level support as necessary.
  • Ensure prompt resolution of service requests and incidents.
  • Manage service desk operations, focusing on ticket prioritization and adherence to service level agreements (SLAs).
  • Analyze service desk metrics and key performance indicators (KPIs) to identify improvement opportunities.
  • Work collaboratively with other departments to refine service delivery processes.
  • Maintain thorough documentation of IT protocols, procedures, and troubleshooting resources.
  • Contribute to the creation and upkeep of the knowledge base.
  • Educate team members on best practices and standard operating procedures.
  • Conduct training sessions for users on tools, applications, and security measures.
  • Communicate updates and system changes effectively to end-users.
  • Ensure compliance with organizational policies, industry regulations, and data protection laws.
  • Act as the primary support liaison for escalated technical issues.
  • Participate in testing and deployment initiatives, assisting in the rollout of new technologies.
  • Support management decisions and take proactive actions based on project priorities.
  • Perform additional duties as required.

Essential Skills:

  • Proven leadership abilities.
  • Proficient in hardware, network, and mobile management.
  • Experience in measuring KPIs.
  • Hands-on troubleshooting expertise.

Interpersonal Skills:

  • Strong leadership qualities.
  • Excellent communication skills.
  • Ability to collaborate effectively.
  • Experience in training and mentoring others.

Work Environment:

This position requires full-time on-site engagement.

About Aston Carter:

Aston Carter is a leader in providing exceptional corporate talent solutions across various sectors. Our expertise spans accounting, finance, human resources, talent acquisition, procurement, supply chain, and select administrative roles. We leverage our extensive recruiting knowledge and network to meet the dynamic needs of our clients and talent community with agility and excellence.

Diversity, Equity & Inclusion:

At Aston Carter, we are committed to fostering a diverse and inclusive workplace. Our DE&I initiatives include:

  • Recruiting diverse talent.
  • Creating an inclusive environment through ongoing self-reflection.
  • Building a culture of care, engagement, and recognition.
  • Providing growth opportunities for all employees.

We are an equal opportunity employer and welcome applications from all qualified individuals.



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