Help Desk Analyst

About the Team

We are seeking a skilled and motivated Support Executive to join our team at OSOS LLC in Muscat, Sultanate of Oman. This role requires excellent analytical, troubleshooting, communication, and documentation skills to provide effective support to end-users and ensure smooth application operations.

Key Responsibilities:

1. Application Support:
   • Provide first-level and second-level support for business applications, ensuring timely resolution of user issues.
   • Analyze, troubleshoot, and resolve technical and functional application problems.
2. Issue Management:
   • Identify, replicate, and document application issues for escalation to development teams if required.
   • Monitor and manage support tickets to ensure timely resolution and proper closure.
3. Demonstration & Training:
   • Conduct product demonstrations and end-user training for various business applications.
   • Develop training materials, user guides, and documentation to enhance user understanding.
4. Collaboration:
   • Liaise with internal teams, such as development and QA, to resolve application issues and implement improvements.
   • Work closely with stakeholders to gather requirements and understand user concerns.
5. Process Optimization:
   • Identify areas for improvement in application processes and workflows to enhance efficiency.
   • Suggest and support the implementation of best practices for system usage.
6. Documentation:
   • Maintain detailed and accurate documentation of troubleshooting steps, resolutions, and knowledge base articles.
   • Document and update application configurations, workflows, and processes.

Requirements:

• Experience: Minimum of 2 years of experience supporting business applications.
• Domain Knowledge: Expertise in one or more of the following areas: HRMS, ERP, SRM, CRM, Finance, or Supply Chain Management.
• Technical Skills:
  • Proficiency in troubleshooting and analyzing application-related issues.
  • Basic understanding of databases and query handling (e.g., SQL).
  • Familiarity with ticketing systems and issue tracking tools.
• Analytical & Problem-Solving Skills: Strong ability to analyze issues, identify root causes, and propose effective solutions.
• Communication & Interpersonal Skills:
  • Excellent verbal and written communication skills.
  • Ability to work collaboratively with cross-functional teams and stakeholders.
• Documentation Skills: Proficiency in creating clear, concise, and user-friendly documentation and guides.

Preferred Qualifications:

• Bachelor's degree in Computer Science, Information Technology or a related field.
• Certification in relevant business applications or systems (e.g., SAP, Oracle, Microsoft Dynamics).
• Experience in conducting application demos and user training.

Language:

• Fluent in English / Arabic Speaker (prefer Omani National)