Helpdesk Analyst

About the role

The Helpdesk Analyst provides front‑line application support for the SJGroup business, ensuring service continuity during extended operating hours. The role also acts as the team’s Officer‑in‑Charge when the Senior Analyst or Team Lead is unavailable.

Key responsibilities

• Coach and mentor Associate Help Desk Analysts to meet performance standards.
• Respond to phone calls, personal requests and emails for access and usage issues with SJGroup applications and portal.
• Identify critical system and network issues, escalating to senior staff or second‑level support as needed.
• Maintain accurate records in the SJGroup ticketing system.
• Prepare guides and documentation for issue identification and resolution.
• Participate in system testing, UAT and implementation of enhancements.
• Ensure compliance with Service Level Agreements and Standard Operating Procedures.

Required profile

• Bachelor’s degree in an IT‑related field.
• Minimum 5 years of experience in a technical support environment.
• Excellent verbal and written communication skills.
• Strong customer‑service orientation and problem‑analysis abilities.
• Ability to work unsupervised and handle 24×7 shift schedules, including weekends.

Required skills

• Active Directory
• Microsoft Exchange
• Office 365
• Windows operating systems
• VPN connectivity
• Internet Explorer
• ERP systems such as Epicor or SAP (desirable)