System Support Analyst 1649 views


ThoughtFocus is seeking an Analyst for the Systems Support team at the Centre of Excellence in Gurgaon.


  • Become familiar with the underlying businesses and understand specific software applications to effectively diagnose and resolve user reported issues
  • Collaborate with the entire team to find acceptable solutions to problems including crafting communications to users
  • Work with support/product team to raise product bug fixes or enhancement requests
  • Maintain support ticket status within SLA guidelines
  • Identify tickets that will require more analysis and documentation, perform root cause analysis
  • Create support documentation that will be used to train other analysts in addition to the end users
  • Understand all outstanding bugs and enhancements within the system you are supporting
  • Link support tickets to specific bugs and enhancements, to highlight critical bugs and enhancements for prioritization
  • Help support team create reports necessary to represent for accurate analysis of support issues reported


  • Candidate must be a BCA/MCA/BSc(C.Sc)/BE(IT/ C.Sc) with experience in application support
  • Experience with troubleshooting software issues
  • Strong analytical, problem solving, organizational and planning skills
  • Excellent interpersonal skills; ability to interact with personnel at all levels
  • You must be customer service oriented with strong oral, verbal and written communication skills.
  • Prior experience in Financial services experience is a plus
  • Passion to learn and grow
  • Experience with Microsoft Excel is required
  • Willingness to take initiative and to follow through on projects;
  • Ability to work with cross-functional team
  • Willingness to work in shifts
  • High attention to detail
  • Nature of business requires the candidate to be flexible to work in designated shift hours.


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