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.
   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.
7. User Training:
   Assist in creating and delivering training materials for end-users to enhance their understanding of application functionality and usage.

Qualifications:

1. Bachelor’s degree in Computer Science, Information Technology, or related field.
2. Proven experience in application support or a related technical support role.
3. Strong knowledge of troubleshooting methodologies and technical problem-solving skills.
4. Familiarity with ITIL processes, especially incident and problem management.
5. Excellent communication and interpersonal skills.
6. Ability to work independently and collaboratively in a fast-paced environment.
7. 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.