Associate Support Analyst

Associate Support Analyst

Job Description

  • Use knowledge base to find solutions, work-around, and assignment information
  • Own the lifecycle of an incident to ensure it has been resolved to User expectations.
  • Accepts and logs authorized calls by phone, or other authorized means
  • Authenticates the caller or event.
  • Qualifies service calls and/or incidents as covered by SLAs.
  • Understands service levels and executes tasks accordingly.
  • Updates existing incidents and service request records active in the service management system.
  • Transfers (routes) incidents to relevant Level 1or Level 2 Support for Resolution
  • Provides technical communication to customer or authorized caller about quick fixes.
  • Uses available resources for resolution (people, tools and processes).
  • Once incident is resolved or service request is completed, closes the record in agreement with applicable procedures and authorized caller's agreements
  • Ensures that the customer agrees that the resolution provided addressed their needs prior to incident or service request closure.
  • Tracks open incident and service request records.
  • Reviews open incidents/service requests for status changes.
  • Works independently with direct supervision while focusing on excellent customer service.


  • 2 years of college with emphasis in Computer Science or equivalent work experience.
  • The ability to communicate verbally and in writing with all levels of employees
  • Team focus.
  • Must have ability to grasp new technical concepts quickly.
  • Excellent problem-solving and organizational skills.
  • One or more years of Information Technology technical phone support.
  • Work within a 24x7x365 environment and the ability to work any shift.
  • Must be legally authorized to work in the United States for any employer without sponsorship.
  • Successful completion of interview required to meet job qualification.

Company Profile:

Salary: Not disclosed

Industry: Airline Industry

Functional Area: Top management

Role Category: Others

Employment Type: Full time