Analyst I - Service Management (Support)

Job Description Summary

The Analyst I will provide second-line technical support to end-users, handling more complex technical issues that cannot be resolved by L1 support. The role involves troubleshooting, diagnosing, and resolving software, hardware, network, and application issues in a timely and efficient manner. The ideal candidate will possess strong technical skills, a problem-solving mindset, and the ability to effectively communicate technical concepts to end-users.

Duties & Responsibilities:

• Advanced Troubleshooting: Provide second-line support for complex technical issues escalated from L1 support, including troubleshooting software, hardware, network, and system problems.
• Incident Resolution: Investigate and resolve service requests related to desktop/laptop configurations, software installations, operating systems, network connectivity, and other IT-related issues.
• System Configuration and Installation: Assist with the configuration, deployment, and installation of software and hardware, ensuring that all systems meet the organizations technical requirements and standards.
• Escalation Handling: Escalate unresolved or critical issues to L3 support or other relevant technical teams while ensuring proper documentation of all troubleshooting steps and actions taken.
• Remote Support: Provide remote support to end-users for troubleshooting and issue resolution, using remote desktop tools and other IT support software.
• Root Cause Analysis: Perform detailed root cause analysis of recurring technical issues, identifying and implementing solutions to prevent reoccurrence.
• Collaboration: Work closely with L1 support teams, IT infrastructure teams, and other departments to ensure efficient incident management and resolution.
• Documentation: Maintain accurate and up-to-date records of incidents, including detailed descriptions of issues, solutions, and follow-up actions in the ticketing system (e.g., ServiceNow, JIRA).
• Training and Knowledge Sharing: Provide guidance and training to L1 support team members on troubleshooting techniques, tools, and processes. Contribute to knowledge base articles and documentation for internal use.
• Performance Monitoring: Monitor system performance and alerts to proactively identify potential issues before they impact end-users, following established protocols.
• Service Improvement: Provide feedback on processes, procedures, and tools, and contribute to continuous improvement initiatives aimed at increasing the efficiency and effectiveness of the support team.

Knowledge, Experience & Skills:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 1-2 years of experience in IT support, troubleshooting, or a similar technical role.
• Strong knowledge of operating systems (Windows, macOS, Linux) and experience troubleshooting system performance, software issues, and networking problems.
• Familiarity with IT service management platforms (e.g., ServiceNow, JIRA) and ticketing systems.
• Excellent problem-solving and analytical skills with a methodical approach to diagnosing and resolving issues.
• Ability to effectively communicate technical concepts to both technical and non-technical users.
• Strong organizational and time-management skills, with the ability to handle multiple tickets and prioritize tasks effectively.
• Ability to work well independently and as part of a team, collaborating with cross-functional teams as needed.
• Strong attention to detail and documentation skills.

Preferred

• IT certifications such as CompTIA A+, Microsoft Certified: Windows, Network+, or equivalent.
• Experience with remote desktop and remote support tools.
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience supporting cloud-based applications and services.

What do we offer?

• Open culture and challenging opportunity to satisfy intellectual needs
• Flexible working hours
• Smart working: hybrid remote/office working environment
• Work-life balance
• Excellent, dynamic and multicultural environment

About Accelya 

Accelya is a leading global software provider to the airline industry, powering 200+ airlines with an open, modular software platform that enables innovative airlines to drive growth, delight their customers and take control of their retailing.  

Owned by Vista Equity Partners long-term perennial fund and with 2K+ employees based around 10 global offices, Accelya are trusted by industry leaders to deliver now and deliver for the future.  

The company´s passenger, cargo, and industry platforms support airline retailing from offer to settlement, both above and below the wing. Accelya are proud to deliver leading-edge technologies to our customers including through our partnership with AWS and through the pioneering NDC expertise of our Global Product teams.

We are proud to enable innovation-led growth for the airline industry and put control back in the hands of airlines. 

For more information, please visit www.accelya.com