Senior Application Analyst
Core
Leads resolution of complex end-user technical issues and supports operational excellence within the service desk.
Role type
Senior Application Analyst (IT Service Desk)
Builds
Improved service reliability and end-user experience
Domain
IT Operations / Service Desk
Deliverable
dashboards & analysis
Required skills
Root cause analysis, Hardware troubleshooting, Software troubleshooting, Mobility support, ITSM process compliance, Knowledge base management, Trend analysis, Mentoring, Documentation, Cross-team coordination
Preferred skills
IT service management certification
Technologies
ITSM tools, Hardware, Software, Mobility platforms
Responsibilities
Resolves complex or escalated hardware, software, and mobility issues; Performs structured root cause analysis and recommends preventive measures; Monitors service desk trends and identifies improvement opportunities; Mentors analysts and documents troubleshooting procedures; Maintains and enhances knowledge base documentation; Coordinates with Infrastructure and Application teams on recurring incidents.