Helpdesk Analyst – Frontline Application Support

About the role

The Helpdesk Analyst provides front‑line application support for the SJGroup business, ensuring service continuity during extended operating hours and stepping in as the team’s Officer‑in‑Charge when senior staff are unavailable.

Key responsibilities

• Act as the team’s Officer‑in‑Charge in the absence of the Senior Analyst and Helpdesk Team Lead.
• Provide front‑line application support for SJGroup business during extended operating hours.
• Coach and mentor Associate Help Desk Analysts to meet performance standards.
• Respond to telephone, personal and email requests related to SJGroup access and portal usage.
• Identify critical system and network issues, escalating to senior helpdesk staff or second‑level support until resolved.
• Maintain accurate records in the SJGroup ticketing system.
• Prepare guides and documentation for issue identification and resolution.
• Participate in system testing, User Acceptance Testing and implementation of enhancements.
• Ensure compliance with Service Level Agreements and Standard Operating Procedures.

Required profile

• Proactive attitude with ability to take ownership when senior staff are unavailable.
• Strong communication skills for handling calls, emails and user requests.
• Experience in mentoring or coaching junior team members.
• Attention to detail in ticket documentation and knowledge‑base creation.
• Ability to work under extended operating hours and meet SLA targets.

Required skills