What are the responsibilities and job description for the Desktop Support Specialist position at Infojini Inc?
Job Summary:
The Customer Support Analyst will support the Production Support Team for the Correctional Information Management System (CIMS) as part of the OBIS Modernisation Program. The role will serve as a primary point of contact for users, providing Tier 1/Tier 2 technical troubleshooting, ticket triage, issue tracking, and production support throughout phased software releases.
Key Responsibilities:
- Serve as the primary point of contact for CIMS production support requests.
- Receive, review, triage, and monitor service desk tickets through resolution.
- Communicate with end users to gather issue details and document business impacts.
- Analyze reported problems and determine severity, priority, and assignment.
- Perform Tier 1 and Tier 2 technical troubleshooting.
- Create and manage vendor support tickets for software defects.
- Coordinate with technical teams, Business Analysts, infrastructure teams, and vendors.
- Maintain accurate incident documentation and support records.
- Develop and update knowledge articles and standard operating procedures.
- Identify recurring issues and recommend process improvements.
- Support production releases, validation, and post-implementation activities.
- Prepare reports on support trends, recurring incidents, and production health.
- Perform high-volume ticket deduplication and queue management.
- Conduct root cause analysis for recurring incidents.
Required Qualifications:
- Bachelor’s degree in Computer Science, Information Systems, Business Administration, or related field, or 4 years of equivalent experience.
- Experience supporting enterprise software applications.
- Help Desk, Service Desk, or IT Support experience.
- Experience with ticket management systems such as ServiceNow, Azure DevOps, Jira, Remedy, or similar.
- Strong analytical and troubleshooting skills.
- Excellent verbal and written communication.
- Ability to work with both technical and non-technical users.
- Ability to prioritize multiple competing requests in a fast-paced production environment.
- Strong documentation skills for business and technical issues.
Preferred Qualifications:
- Knowledge of ITSM principles, incident management, problem management, and change management.
- Experience supporting large-scale, phased deployments of custom or greenfield enterprise solutions.
Work Environment: Full-time, onsite
If interested, please share your updated resume along with your contact details and availability.