Description

We are seeking an experienced Application Help Desk Analyst to provide front-line application support to end users and external stakeholders. The ideal candidate will have strong troubleshooting, ticket management, user access administration, and stakeholder communication skills.

Key Responsibilities

• Provide application support and troubleshoot technical issues reported by users.
• Receive, log, categorize, track, and resolve support tickets.
• Escalate complex issues to technical or business teams and monitor them through resolution.
• Manage user IDs, passwords, access, and permissions.
• Communicate effectively with internal teams and external stakeholders.
• Test application fixes, enhancements, and end-user solutions.
• Maintain knowledge bases, troubleshooting documentation, and best practices.
• Identify recurring issues and recommend process or system improvements.
• Support user training and contribute to training materials.
• Assist with data collection, validation, editing, and resolution of data discrepancies.
• Prepare status updates and maintain accurate records of reported issues.

Required Qualifications

• 4+ years of experience in Application Help Desk, Application Support, or a similar role.
• 4+ years of experience supporting external stakeholders/users.
• Experience with enterprise Help Desk/ticketing systems such as Remedy, Cherwell, ServiceNow, or equivalent.
• Experience with user identity verification, account administration, passwords, and permissions.
• Experience supporting multiple applications simultaneously.
• Strong communication and problem-solving skills.
• 4+ years of experience with Microsoft Office tools.
• Diploma/degree in IT, Computer Science, Mathematics, Engineering, or equivalent experience.
• Ability to meet applicable background and security screening requirements.

Nice to Have

• Experience creating user manuals, SOPs, and training materials.
• Business process and workflow documentation experience.
• User Acceptance Testing (UAT) experience.
• Experience supporting web-based applications and multiple browsers.
• Experience with data validation/conversion in enterprise systems.
• Microsoft SharePoint experience

Key Skills

Education

Any Graduate