Prism HelpDesk support Analyst

Key Responsibilities:

• Serve as the primary liaison between applicants and the PRiSM service desk for technical support issues
• Submit, track, and manage help desk tickets using Zoho for issues related to workflows, uploads, and system errors
• Troubleshoot front-end application issues for vendors, including document upload failures and workflow disruptions
• Assist users with navigation and issue resolution within the PRiSM platform
• Escalate recurring or complex system issues to the appropriate technical teams
• Conduct back-end testing to ensure contract compliance and accurate system functionality
• Support annual updates and certification processes by identifying and resolving system-related barriers
• Monitor communication logs and troubleshoot issues in conversation tracking features
• Prepare and distribute recurring reports (weekly, monthly, quarterly) on system issues and resolutions
• Maintain documentation of common technical issues and solutions to support ongoing system improvements
• Data integration using Access and Excel

Required proficiencies:

- Excel

- Access

- MS Teams

Required Skills:

- Strong written and verbal communication skills

- Strong organizational skills and attention to deta