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 :