Provide support for internal IT services, including user onboarding, offboarding and access management (starters, movers, leavers)
Act as a first point of contact for application and platform-related incidents
Triage web application issues and collaborate with engineering teams for resolution
Investigate system and application logs to identify root causes of incidents
Monitor alerts and proactively respond to service disruptions
Manage tickets and workflows within the ITSM platform
Support incident, problem and change management processes
Document troubleshooting steps, known issues and operational procedures
Assist in improving service desk workflows and operational efficiency
Escalate issues appropriately while maintaining ownership through resolution

Strong ITSM knowledge with hands-on experience using Jira Service Management including workflow and automation
Experience supporting internal IT services and user s
Familiarity with log analysis tools such as Kibana and ELK stack
Exposure to AWS CloudWatch Logs or similar cloud logging platforms
Ability to investigate and triage web application issues
Understanding of structured log queries and log searching techniques
Basic knowledge of SQL for querying and debugging data issues
Exposure to Kafka concepts and troubleshooting message flows
Familiarity with monitoring and observability tooling
Understanding of REST APIs and web application architecture (beneficial)

Service Desk Application Support Analyst

Key skills