An Application Support Analyst provides technical assistance and troubleshooting for software applications, ensuring smooth operation and user satisfaction. They investigate and resolve issues, collaborate with development teams, and maintain documentation for support procedures.

Roles and Responsibilities:

• Track incidents on Zendesk and resolve them.

• Use remote access to fix problems or escalate them to teammates.

• Identify repetitive incidents with precise information.

• Help customer support analysts with resolving problems effectively with proper guidance.

• Manage  ‘Hot To’ queries and maintain relevant information in the logging system.

• Be a part of team projects that enhance quality of support services, and keep the procedures updated.

• Comprehend iSAMS products and stay updated with current system developments.

• Train team members and deliver information on how to use various systems.