Job Title

Job Overview The Help Desk Analyst provides front-line application and technical support to end users and external stakeholders by responding to inquiries, troubleshooting issues, and resolving incidents using Help Desk ticketing systems. This role collaborates closely with technical and business teams to investigate application issues, monitor resolutions, and ensure timely communication with users. The analyst is also responsible for testing fixes and enhancements, maintaining documentation and knowledge repositories, supporting training initiatives, and identifying opportunities to improve service delivery, processes, and system effectiveness. Duties Provide front-line application and technical support to end users by responding to inquiries and troubleshooting issues. Log, track, and manage incidents using Help Desk software, escalating issues to higher-level support when required. Communicate resolution updates and status clearly to users and stakeholders. Collaborate with technical and business teams to investigate and resolve application issues. Test fixes, enhancements, and new application features to ensure effective resolution of user concerns. Maintain documentation, knowledge bases, and repositories of known issues, workarounds, and best practices. Identify recurring issues and training gaps; support development of training materials and user guidance. Ensure adherence to Help Desk policies, processes, and service standards. Support data validation and resolve data discrepancies as required. Contribute to continuous improvement initiatives and participate in related projects. Job Types: Full-time, Fixed term contract Contract length: 12 months Pay: $50,000.00-$90,000.00 per year Work Location: In person