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Senior Support Analyst

2 months ago

St Louis, Missouri, United States Aston Carter Full time

Position: Lead Analyst

Job Overview

We are seeking a dedicated Lead Analyst to oversee our support operations and guide a team of Support Analysts. This role is crucial in ensuring that our technical support services are delivered efficiently and effectively.

Key Responsibilities

  • Provide leadership and mentorship to the Support Analysts, offering training and constructive feedback.
  • Encourage a collaborative and positive team environment that promotes professional development.
  • Deliver hands-on technical assistance to users, resolving hardware, software, and network challenges.
  • Escalate intricate issues to specialized teams when necessary.
  • Ensure prompt resolution of incidents and service requests.
  • Manage service desk operations, including ticket prioritization and adherence to service level agreements (SLAs).
  • Analyze service desk metrics and key performance indicators (KPIs) to identify improvement opportunities.
  • Work with cross-functional teams to refine service delivery processes.
  • Maintain comprehensive documentation of IT protocols, procedures, and troubleshooting guides.
  • Contribute to the development and upkeep of the knowledge base.
  • Facilitate training sessions for team members on best practices and standard operating procedures.
  • Conduct user training on various tools, applications, and security measures.
  • Communicate system updates, changes, and maintenance schedules to users.
  • Ensure compliance with company policies, industry standards, and data protection regulations.
  • Act as the primary support liaison for escalated technical issues.
  • Participate in testing and deployment of new technologies.
  • Support management decisions and take independent actions based on project priorities.
  • Perform additional duties as required.

Essential Skills

  • Proven ability to lead and manage a team.
  • Strong knowledge of hardware, network, and mobile management.
  • Experience in measuring KPIs and performance metrics.
  • Hands-on troubleshooting expertise.

Interpersonal Skills

  • Effective leadership capabilities.
  • Excellent communication skills.
  • Strong collaboration abilities.
  • Experience in training and mentoring others.

Work Environment

This position requires full-time, on-site engagement.

About Aston Carter

Aston Carter specializes in providing exceptional corporate talent solutions across various sectors, including accounting, finance, human resources, and more. Our commitment to excellence is reflected in our service to numerous Fortune 500 companies and our recognition as a top staffing provider.

Diversity, Equity & Inclusion

At Aston Carter, we believe that diversity and inclusion are essential to our success. We strive to create an inclusive environment by:

  • Hiring diverse talent.
  • Fostering a culture of care and engagement.
  • Providing growth opportunities for all employees.

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