Detalhes do emprego
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.
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