Help Desk Analyst - Senior

• 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

• 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

• 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

• Experience supporting enterprise or public-facing applications

• Background in data validation, system testing, or application lifecycle support

• Experience working in structured or regulated environments

Interested candidates are encouraged to apply by sending their updated resume to:

Requirements
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