Application Service Desk Support

Job Summary

Provide L1 and L1.5 application support for enterprise systems by handling incidents, performing initial troubleshooting and analysis, and coordinating with internal teams and vendors to resolve issues within SLA. This role requires strong problem-solving skills and the ability to work in an international support environment.

Job Responsibilities

• Log and manage incidents and service requests from clients

• Provide first response and perform initial troubleshooting and analysis

• Investigate issues and provide resolution or workaround within SLA

• Escalate and coordinate with development, infrastructure, and vendors when required

• Follow up on incidents and ensure timely resolution and communication with clients

• Support clients during critical issues impacting operations

• Maintain and update knowledge base and troubleshooting documentation

• Collaborate with internal teams on issue resolution and system improvements

• Provide support during implementation or release activities when required

• Generate basic incident reports and identify recurring issues

• Work in shifts for international support coverage when required

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field

• 1–3 years of experience in application support or service desk roles

• Experience supporting enterprise systems (e.g., QMS, MES, ERP, or similar) is an advantage

• Ability to perform initial analytical troubleshooting for business application issues by reproducing problems, collecting relevant issue details and available system logs, and conducting preliminary analysis of user interface-related errors, including basic system usage and network connectivity issues

• Experience with ticketing tools (e.g., JIRA, ServiceNow)

• Strong analytical and problem-solving skills

• Customer-oriented with good communication skills

• Strong English communication skills (mandatory)

• Experience in pharmaceutical or manufacturing systems is a plus

What We Offer

• Competitive salary and increment every year

• 5-day work week and 12 days of vacation

• Fixed bonus

• Transportation allowance

• Provident Fund 3–15%

• Medical insurance and annual medical check-up

• Educational assistance and financial assistance

• Annual outing, New Year party, and team building activities

• Birthday gift/celebration

• Flexible work from home