Junior Application Support Analyst
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Job Description
Junior Application Support Analyst providing primary customer service support to internal employees. Managing incident tickets and collaborating with technical teams to resolve complex problems.
Responsibilities:
- Serve as the primary contact for internal employees experiencing system issues or requesting application support.
- Manage incident tickets from initial contact through resolution, ensuring timely responses based on service levels agreement.
- Communicate technical concepts clearly to non-technical business users.
- Provide regular status updates to stakeholders during issue resolution.
- Maintain professional, empathetic communication during system outages or user frustration.
- Immediately identify and escalate major incidents (system-wide downtime, major performance issues) following established procedures.
- Learn company applications and business workflows through training and guided and exploratory testing.
- Guide users through standard processes and basic troubleshooting steps.
- Reproduce reported issues in test environments to validate problems and gather details for development teams.
- Use basic SQL queries to locate and interpret user data related to reported issues.
- Document all user interactions, solutions, and escalations for knowledge sharing and audit purposes.
Requirements:
- Completed or pursuing bachelor’s degree in computing systems, information technology, mathematics, or related field OR equivalent experience in customer service, technical support, or related field.
- Experience working in fast-paced, customer-focused environments.
- Previous exposure to IT service management or help desk operations.
- Interest in developing technical skills while maintaining focus on customer experience.
- Experience working with global or distributed teams.
- High-level of responsibility and ownership.
- Adaptability to rapidly changing priorities and system requirements.
- Initiative to seek help and resources when encountering unfamiliar issues.
- Customer-first mindset with focus on user satisfaction and experience.
- Collaborative approach to working with technical and business teams.
- Professional growth orientation with interest in expanding technical knowledge.
Benefits:
- Comprehensive training
- Opportunities for technical skill development
- Supportive global community
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