What Is an Application Support Analyst? (Plus Their Duties)

By Indeed Editorial Team

Published November 26, 2022

The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.

Application support professionals help ensure computer and mobile applications operate efficiently. The customer support they provide to users allows the organizations they work for to maintain a positive reputation. If you're considering a career in the information technology (IT) field, understanding what these professionals do can help you decide whether this role is right for you. In this article, we discuss what an application support analyst is, outline their duties, list their skills, explain the necessary qualifications to work in this role, and provide salary information.

What is an application support analyst?

An application support analyst is an IT professional who helps an organization solve various application and system challenges. Typically, they report to a senior systems analyst or IT manager while leading a team of software professionals. They're responsible for responding to and resolving issues customers are experiencing when using an application. The types of applications they work with can range from banking software to mobile games. They usually assist a significant number of customers each day.

Application support professionals spend most of their time working in an office. They often find employment with game developers, software companies, or technology manufacturers, but many other organizations hire them. When these organizations release an app, it's an application support professional's responsibility to ensure it operates well. They monitor the machines and software that run the application. If there's an issue, they work to diagnose and resolve it quickly.

Related: 9 IT Operations Jobs (With Salary Information and Tips)

Application support analyst duties

The following are the responsibilities of an application support professional:

Assessing issues

An application support professional may receive complaints or inquiries from customers through phone, e-mail, or online chat. When communicating with a customer, they aim to address their complaint or answer their query efficiently. They also assess technical issues to identify specific areas of concern and ensure the organization addresses them.

Solving challenges

An application support professional is responsible for solving issues with applications. This can involve evaluating the application's current state, identifying aspects they can improve, and recommending changes to facilitate these improvements. They're also responsible for developing plans to prevent problems from occurring.

Related: What Is a Creative Problem Solver? (And What Do They Do?)

Leading a team of developers

An application support professional is responsible for directing a software development team and product support staff. Depending on their employer, an application support professional can lead their team to ensure operational support of the organization's application or website. When leading their team, these professionals can provide daily support to customers. They can also manage their team's incident handling and ensure everyone works together to identify a solution or workaround to any issues.

Maintaining records

It's crucial for an application support professional to consider both short- and long-term changes to solve application issues and ensure ongoing maintenance. To facilitate decision-making, senior staff require regular reports on the details of their application's issues. These reports also communicate any application changes to department team members so they can implement them.

Providing on-call support

Application support professionals often provide users with on-call support. This can depend on the application and the organization. On-call support may be a regular responsibility or on an as-needed basis. It may occur through e-mail, phone calls, or online chat.

Identifying and assessing solutions

An application support professional can leverage technology to create business strategies, such as Linux navigation and Structured Query Language (SQL) databases. They manage the application support ticket queue and resolve issues in a timely manner. The support team works together to identify solutions and assess their efficiency and effectiveness in solving various challenges. After discovering these solutions, they pitch them to the management team for decision-making.

Working with cross-functional teams

Technical issues can affect various application functions. Significant problems can impact an organization's entire operations. For example, a problem with an application's payment or checkout functions can result in shipping delays. An application support professional works with various departments to synchronize the organization's application functionality.

Related: How to Develop Cross-Functional Teams for Your Company

Application support skills

The following are essential skills for an application support professional:

Communication

Communication skills help you convey technical information in a way that non-technical colleagues can understand. In this role, you may communicate with clients and other team members through e-mail, phone calls, and instant messaging. Strong communication skills allow you to share information clearly so everyone can understand. It also ensures that your colleagues have all the information they require to perform their jobs effectively.

Related: 15 Communication Skills for Professionals to Develop

Analytical thinking

This role may involve analyzing data from software systems to determine the cause of errors. Analytical skills can help you examine data and make logical conclusions. They can also help you identify issues and discover solutions to improve productivity and reduce costs.

Organization

Organizational skills help you to track documents, files, and other information. They can also help you find the information you require quickly from various data sources. Organization is important for storing data and files securely and orderly.

Troubleshooting

Troubleshooting involves identifying and solving issues. You use this skill when working with software with errors or bugs. It's crucial to discover solutions quickly so users can continue to use applications effectively.

Debugging

You use debugging skills to identify and resolve software errors. This skill also helps you resolve any issues quickly to reduce downtime. It's an essential aspect of the role that ensures customers receive correct information and can use applications properly.

Customer service

Customer service skills are vital for application support because the role typically involves working with customers to solve technical issues. It's crucial to be able to listen to customers' requirements, ask questions, and provide satisfactory solutions. Customer service also involves maintaining a positive attitude and professional behaviour when working with a frustrated customer who may be experiencing technical difficulties.

Related: Customer Service Skills: Definition and Examples

Domain name system (DNS) knowledge

A DNS is a database that translates a website's address into an internet protocol address. It's essential to understand how a DNS functions so you can troubleshoot application issues. For example, if an application is experiencing loading issues, you can check its DNS records to ensure they're correct.

Attention to detail

Excellent attention to detail can help you ensure you perform your tasks accurately. These tasks can include reviewing and understanding application, program, or system details before giving feedback or guidance on how to resolve issues. This skill also involves paying close attention to customers' information so you can provide correct resolutions and answers.

Internet information services (IIS) knowledge

IIS is a program that allows you to manage and maintain a website. Having IIS knowledge can help you troubleshoot issues with a web application. For example, you can use this skill to identify if there's an issue by examining the application's support code.

Understanding of group policy

Group policy is a set of rules companies use to ensure their IT systems remain consistent. You may require an understanding of how various departments employ the same software and their policies for data storage, security, and other computer system aspects. These skills can help you troubleshoot issues efficiently when working with multiple organization departments or teams.

Application support qualifications

If you're considering a career as an application support professional, getting a bachelor's degree in IT, computer science, business administration, or information systems is beneficial. Having expertise in various programming languages, such as Java, Python, C++, and SQL, is also helpful. Earning relevant certifications demonstrates that you have the foundational knowledge hiring managers expect from candidates. It also provides you with skills you can use in your work.

Application support salary

The national average salary for these analysts is $73,351 per year. This figure can differ depending on your employer, job title, experience, education, and skill set. You can expect typical benefits when working in this role, including dental insurance, stock ownership, and retirement contributions.

Salary figures reflect data listed on Indeed Salaries at time of writing. Salaries may vary depending on the hiring organization and a candidate's experience, academic background, and location.

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