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.

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.

Junior Application Support Analyst

Key skills