Application Support Analyst

Concero; St. Louis (MO); Remote; USD 45,000 - 60,000; Full time

Job summary

A leading IT service provider in St. Louis is seeking a detail-oriented Applications Support Service Desk Analyst. The ideal candidate will provide Level 1 support for core business applications and focus on customer service excellence. Responsibilities include problem-solving, responding to user issues, and documenting interactions. Join a dynamic team to enhance operational efficiency and service quality.

Qualifications

• Detail-oriented with a commitment to service excellence.
• Ability to communicate effectively with technical and non-technical users.

Responsibilities

• Provide remote Level 1 support for core business applications.
• Respond to and resolve user-reported issues.
• Deliver exceptional customer service via various channels.
• Document incidents and escalate critical issues.
• Monitor and manage support tickets for timely resolution.

Skills

Problem-solving skills

Customer service orientation

Technical communication

Tools

ServiceNow

Job description

Overview

We are seeking a detail-oriented and customer-focused Applications Support Service Desk Analyst to join our IT Operations team. This role is responsible for providing Level 1 support for our core business applications, including order processing, purchasing, sales, customer service, warehousing & logistics, and accounting. The ideal candidate will demonstrate strong problem-solving skills, a commitment to service excellence, and the ability to communicate effectively with both technical and non-technical users.

Key Responsibilities

• Provide remote Level 1 support for core business applications and hardware issues.
• Respond to and resolve user-reported issues in alignment with established SLAs.
• Deliver exceptional customer service via phone, email, and ticketing system (ServiceNow).
• Accurately document incidents, resolutions, and user interactions.
• Escalate recurring or critical issues to appropriate internal teams (e.g., Application Development, Business Alignment, Digital).
• Monitor and manage support tickets to ensure timely resolution.
• Conduct follow-ups with users to identify opportunities for improvement.
• Assist in training users on core applications and recommend system enhancements.
• Collect and communicate change requests from users to relevant IT teams.
• Support compliance with corporate and regional IT policies and procedures.
• Participate in software installations, technical maintenance, QA, and UAT activities.