I am a second-line application support analyst. I spend most of my time working on tickets that come in through Keystone and around 75% of those tickets involve supporting this product’s implementation. I also work closely with the first-line analysts, and I am an escalation point from first to second-line support.
I am involved in coaching the first-line support analysts, answering their questions and explaining how to solve some of the tickets that come in. This helps them develop their skills and knowledge.