REF68046I - L2 Production Support Zoho Desk - 2-3Yrs Senior Program Analyst - WTS
REF68046I - L2 Production Support Zoho Desk - 2-3Yrs Senior Program Analyst - WTS
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Job Description
We are looking for a highly motivated and skilled L2 Application Support Specialist with 23 years of experience in application support and expertise in using ticketing tools like Zoho Desk. This role will focus on providing support for our internal and external users ensuring seamless service delivery and resolving technical issues effectively.
Key Responsibilities:
Provide Level 2 support for applicationrelated issues primarily using Zoho Desk to troubleshoot and resolve userreported problems.
Serve as the main point of contact for escalated tickets from L1 support ensuring that issues are diagnosed prioritized and resolved promptly.
Assist in identifying analyzing and resolving application bugs system errors and user queries in Zoho Desk.
Collaborate with crossfunctional teams to ensure smooth integration and functionality of the application.
Monitor and track ticket status providing timely updates to end users and ensuring customer satisfaction.
Document solutions and create knowledge base articles for recurring issues to streamline the support process.
Perform root cause analysis on recurring issues and work with developers or system admins to find permanent solutions.
Participate in system upgrades patches and new releases ensuring that they are successfully deployed with minimal disruption.
Maintain SLA (Service Level Agreement) adherence for ticket resolution and ensure timely delivery of resolutions.
Ensure proper documentation of technical issues solutions and knowledge sharing for future reference.
Required Skills & Qualifications:
23 years of experience in application support preferably with Zoho Desk or other similar ticketing tools.
Strong troubleshooting skills and the ability to identify and resolve issues efficiently.
Familiarity with basic ITIL processes and incident management.
Strong communication skills both written and verbal to interact with internal teams and end users.
Ability to work in a fastpaced environment manage multiple tasks and prioritize effectively.
Experience working in a customer servicedriven environment with a focus on providing excellent support.
Basic knowledge of application monitoring and performance tracking.
Preferred Qualifications:
Experience with other ticketing tools (e.g. Jira ServiceNow) is a plus.
Familiarity with database management queries and scripting.
Knowledge of system integration and APIs is a bonus.
Qualifications :
Bachelors degree in Computer Science Information Technology or related field (or equivalent experience).
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
