L1 IT Support- Application

Overview

Application Support:

Provide L1/L2 support for enterprise applications across departments.

Troubleshoot application issues, escalate unresolved problems, and liaise with development teams or vendors if needed.

Monitor application performance and ensure system

Ticketing System & Helpdesk:

Manage incoming support requests via ticketing tool (e.g., ServiceNow, Jira, Freshdesk).

Prioritize, assign, and track tickets to resolution while maintaining communication with users.

Ensure detailed documentation of incidents, solutions, and change logs.

SLA & TAT Management:

Monitor and ensure compliance with SLAs and TATs for incident and request resolutions.

Generate and analyze regular reports on SLA metrics and identify areas for improvement.

Voice Support & End-user Communication:

Provide phone-based technical support for urgent issues and guidance for critical tasks.

Maintain a high level of customer service and professionalism in all communications.

Collaboration & Escalation:

Collaborate with cross-functional teams to resolve complex issues.

Escalate major incidents or recurring issues to appropriate teams for permanent fixes.

Job Type: Full-time

Pay: ₹15,000.00 - ₹20,000.00 per month

Shift:

• Day shift

Application Question(s):

• Do you knowledge of Voice Support?
• Do you knowledge of SLA and TAT?

Work Location: In person