Help Desk Support Specialist

Key Responsibilities

• Serve as the first point of contact for user issues and questions.
• Respond to support requests through phone, email, and ticketing systems.
• Create, track, and update support tickets.
• Troubleshoot application, login, and access issues.
• Assist users with claims, documents, reports, and portal usage.
• Escalate complex issues to technical teams.
• Support user account creation, updates, and deactivation.
• Maintain support documentation and knowledge articles.
• Ensure incidents are resolved within defined SLAs.
• Support system training and user adoption activities.
• Generate service desk and support reports.

• 3+ years of Help Desk or Customer Support experience.
• 3-5 years of Application Support experience.
• Experience supporting business applications.
• Experience troubleshooting enterprise or SaaS applications.
• Strong customer service and communication skills.
• Basic application troubleshooting skills.
• Experience using ticketing systems.
• Ability to work independently and as part of a team.
• Good problem-solving and analytical skills.

• ITIL Foundation certification.
• Experience with Service Now.
• Experience with SaaS platforms.
• Experience supporting government or public sector applications.