Help Desk Analyst – Senior

Job Overview :

We are seeking a Senior Help Desk Analyst to support a growing IT environment for enterprise systems. The role involves providing technical support to end users, troubleshooting application issues, and ensuring smooth operation of IT services. This position requires strong problem-solving skills, effective communication, and the ability to work with both technical and business teams.

The successful candidate will play a key role in maintaining system reliability, resolving issues, supporting training initiatives, and contributing to continuous improvement efforts.

Key Responsibilities :

Respond to end-user inquiries and troubleshoot technical issues

Log, track, and manage support tickets using Help Desk software

Advise users on resolutions and maintain status updates

Test bug fixes, application updates, and new features to ensure functionality

Monitor trends in user issues and support the development of training materials

Maintain knowledge bases, best practices, and repositories of known issues

Assign and maintain user accounts, IDs, and passwords

Coordinate communications with internal teams and external stakeholders

Participate in IT projects and system improvements as required

Collect, validate, and process data as needed

Provide regular reporting on issues, resolutions, and status updates

Preferred Skills :

Experience supporting large-scale IT environments

Exposure to application testing and documentation processes

Familiarity with training end users and maintaining knowledge resources

Requirements

Required Skills & Experience :

Strong experience in IT Help Desk or technical support roles

Hands-on experience with Help Desk or ticketing systems

Excellent troubleshooting, communication, and interpersonal skills

Ability to manage multiple tasks and prioritize effectively

Knowledge of enterprise IT applications and user support processes