1. Help Desk Analyst - Senior

Job Title: Senior Help Desk Analyst (Application Support)

Key Responsibilities

• Provide first-level Help Desk and application support to end users
  

• Receive, log, classify, and respond to inquiries using Help Desk ticketing software
  

• Troubleshoot technical and application-related issues and provide timely resolutions
  

• Escalate unresolved issues to appropriate technical or business teams
  

• Communicate issue status, updates, and resolutions clearly to users and stakeholders
  

• Monitor and track open tickets to ensure proper follow-up and closure
  

• Test bug fixes, enhancements, and new application features to validate effectiveness
  

• Identify trends in user inquiries and recommend system or training improvements
  

• Assist in updating training materials and participate in user training sessions
  

• Maintain documentation, including known issues, workarounds, and best practices
  

• Assign and manage user access, including user IDs and passwords
  

• Coordinate Help Desk communications with internal teams and external stakeholders
  

• Participate in application support–related projects as required
  

• Collect, validate, edit, and convert data as needed
  

• Identify future training requirements and support cross-training initiatives
  

• Prepare and deliver regular status and issue reports
  

Service Delivery Responsibilities

• Deliver reliable and consistent application support to stakeholders
  

• Log and track all Help Desk interactions in accordance with defined policies and procedures
  

• Resolve data discrepancies within supported systems when applicable
  

• Recommend process and system improvements to enhance operational efficiency
  

• Collaborate with internal resources to investigate issues and implement solutions
  

• Ensure adherence to Help Desk policies, standards, and service-level expectations
  

• Support cross-training within the Help Desk environment
  

Required Skills & Qualifications

• Proven experience in a Senior Help Desk or Application Support role
  

• Hands-on experience with Help Desk ticketing systems
  

• Strong troubleshooting, analytical, and problem-solving skills
  

• Excellent verbal and written communication skills
  

• Ability to manage multiple priorities in a remote work environment
  

• Experience working with both technical and non-technical stakeholders
  

• Strong documentation and reporting capabilities
  

Preferred Qualifications

• Experience supporting enterprise or public-facing applications
  

• Background in data validation, system testing, or application lifecycle support
  

• Experience working in structured or regulated environments
  

How to Apply

Interested candidates are encouraged to apply by sending their updated resume to: