Service Desk Analyst (Application Support Analyst)

Responsibilities: • Acts as the primary point of contact for inquiries and issues raised by both internal and external users. • Ensures client and project stakeholder satisfaction by minimizing rework and consistently meeting deliverable requirements, service levels, and specific performance targets. • Steps in as a backup resource during contingency situations to maintain continuity of operations. • Participates in periodic reviews of ticket updates from L2 Support, performing follow-ups with the team to ensure timely updates and resolution in compliance with SLA deadlines. • Performs administrative responsibilities, including the preparation of ad-hoc reports by gathering, interpreting, and analyzing data to develop actionable insights that improve processes and optimize results