Über
The Help Desk Analyst works directly with end users and external stakeholders to troubleshoot, resolve, document, and report application and system issues across multiple platforms.
Key Responsibilities / Duties
- Provide first- and second-level Help Desk support to end users
- Receive, log, classify, and resolve service requests using Help Desk software
- Troubleshoot application and system issues; escalate when required
- Communicate resolution status clearly to clients and stakeholders
- Coordinate with internal technical teams and external business users
- Assign and maintain user IDs and passwords (identity verification)
- Test fixes, enhancements, and new application features
- Maintain repositories of known issues, workarounds, and best practices
- Monitor inquiry trends and identify training needs
- Develop, update, and maintain documentation and training materials
- Assist with training delivery and stakeholder coordination
- Support multiple applications simultaneously
- Prepare regular status reports on incidents and issues
- Participate in related projects and UAT activities
- Collect, validate, edit, and convert data as required
Requirements Mandatory Requirements (Must Have)
Education
Bachelor's degree or Diploma in:
- IT
- Computer Science
- Mathematics
- Engineering
- or equivalent
- Eligibility for Enhanced Security Clearance (mandatory)
Work Experience (Minimum 4 Years Each)
- Experience as an Application Help Desk Analyst supporting external stakeholders
- Experience with user identity verification, user ID and password management
- Experience using Help Desk software/tools (or equivalent systems)
- Experience working directly with clients and coordinating with:
- External stakeholders
- Internal technical and business teams
- Experience supporting multiple applications for various stakeholders
- Strong working experience with Microsoft Office suite
Nice to Have Requirements
Work Experience (Minimum 2 Years Each)
- Developing and delivering user manuals and training materials
- Documenting user requirements, business processes, and workflows
- Planning, performing, and monitoring User Acceptance Testing (UAT)
- Providing end-user operational system support, including data-related support
- Supporting web-based systems and working with multiple internet browsers
- Experience using Microsoft SharePoint
Sprachkenntnisse
- English
Hinweis für Nutzer
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