REF99592QService Desk Application Support 0 to 2 years Pune (Work from Office)

Role Summary

Provide advanced IT service desk support for business applications systems infrastructure-related issues and escalated end-user incidents. The role is expected to handle more complex tickets perform deeper problem analysis manage incidents through to resolution and support junior analysts where required.

Key Responsibilities

• Provide advanced support for incidents and service requests across business applications systems and infrastructure areas.
• Handle escalated tickets and drive them through to resolution.
• Support users across multiple locations via telephone onsite and ITSM tools.
• Perform fault analysis and identify likely source of application infrastructure or reporting issues.
• Prioritise and escalate issues based on business impact and urgency.
• Monitor assigned calls from inception to closure and keep users informed at all times.
• Support and maintain data held within business applications where required.
• Work closely with wider IT teams to meet service expectations and business KPIs.
• Share knowledge with team members to improve overall support capability.
• Follow process controls around ticket updates reassignment on-hold handling and customer-approved resolution.

Required Qualifications

• Graduate in IT / Computer Science
• 1-2 years of experience in IT service desk application support end-user support or business systems support.
• Hands-on experience supporting business applications / IT applications.
• Working knowledge of structured ticketing and escalation environments.

Skills

• Strong problem analysis and diagnosis capability.
• Ability to work under pressure and manage competing priorities.
• Strong verbal and written communication skills.
• Strong prioritisation and escalation handling.
• Ability to work independently on complex incidents.
• Knowledge sharing and support to junior team members.

Tools / Tech Exposure

• ITSM / ticketing tools.
• Active Directory and Exchange Administration.
• Microsoft operating systems and Office environment.
• Business applications / bespoke application support.
• Understanding of IP addressing NAT and routing fundamentals.

Qualifications :

Bachelors Degree

Remote Work :

No

Employment Type :

Full-time