Support Desk Analyst

As a Support Desk Analyst specializing in Application Support with 24x7 coverage, you will be responsible for providing technical assistance, troubleshooting, and issue resolution to end-users and clients utilizing our applications. The role involves working in a dynamic environment where you will be part of a team ensuring the continuous availability and optimal performance of critical applications. Key Responsibilities: Incident Resolution: Respond to and resolve application-related incidents and service requests promptly. Utilize a ticketing system to log, track, and document all support interactions. Application Monitoring: Monitor the performance and health of applications to proactively identify potential issues. Collaborate with other teams to address underlying infrastructure problems affecting application performance. Troubleshooting: Investigate, diagnose, and resolve technical issues reported by end-users or automated monitoring systems. Collaborate with development teams to escalate and resolve complex technical problems. Communication: Provide clear and concise communication to end-users and stakeholders regarding incident status, progress, and resolution. Participate in regular status meetings and provide updates on ongoing issues. Documentation: Create and maintain documentation related to known issues, solutions, and troubleshooting procedures. Contribute to the development of knowledge base articles for both internal and external use. 24x7 Support: Participate in a rotating on-call schedule to provide 24x7 coverage for critical application support. Respond to after-hours incidents and emergencies as required. Work closely with cross-functional teams, including developers, system administrators, and quality assurance, to ensure efficient issue resolution. Collaborate with third-party vendors for issue escalation and resolution. User Training: Assist in creating and delivering training materials for end-users to enhance their understanding of application functionality and usage. Qualifications: Bachelor’s degree in Computer Science, Information Technology, or related field. Proven experience in application support or a related technical support role. Strong knowledge of troubleshooting methodologies and technical problem-solving skills. Familiarity with ITIL processes, especially incident and problem management. Excellent communication and interpersonal skills. Ability to work independently and collaboratively in a fast-paced environment. Knowledge of scripting and automation tools is a plus. Working Conditions: This role requires flexibility in working hours to accommodate a 24x7 support model, including participation in an on-call rotation. The ability to work under pressure and meet tight deadlines is essential. If you thrive in a dynamic environment, enjoy solving complex technical challenges, and are passionate about ensuring the availability and reliability of critical applications, we invite you to apply for this exciting opportunity. #J-18808-Ljbffr