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:

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. Collaboration:

• 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.

8. 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.