L1 Application Support Analyst
Required Skill set:
6–10 years of experience in application support, service desk, technical support, or a similar role.
Knowledge of ITIL processes and service management best practices.
Experience supporting enterprise applications in a production environment.
Familiarity with SQL queries, application monitoring tools, or log analysis tools.
Roles & Responsibilities
We are seeking an L1 Application Support Analyst to provide first-line support for enterprise applications. The successful candidate will be responsible for monitoring application performance, handling incidents and service requests, troubleshooting issues, and ensuring a positive user experience through timely support and resolution of technical problems.
Key Responsibilities
Serve as the first point of contact for application-related incidents, service requests, and user inquiries.
Monitor application health and system alerts to identify and respond to issues proactively.
Investigate, troubleshoot, and resolve application-related problems within defined service level agreements (SLAs).
Log, categorize, prioritize, and track incidents and service requests using ticketing systems.
Escalate complex issues to relevant technical teams and coordinate follow-up activities until resolution.
Communicate effectively with users by providing timely updates on incident status and resolution progress.
Perform basic application support activities, including user access management and routine operational tasks.
Maintain accurate documentation of incidents, resolutions, standard operating procedures, and knowledge articles.
Collaborate with internal teams to identify recurring issues and support continuous service improvement initiatives.
Participate in shift schedules, on-call support, or weekend support activities when required.
Requirements
6–10 years of experience in application support, service desk, technical support, or a similar role.
Understanding of incident management, problem management, and service request processes.
Familiarity with ticketing and service management tools.
Basic knowledge of databases, operating systems, and enterprise application environments.
Strong analytical and troubleshooting skills with attention to detail.
Good communication and interpersonal skills, with a customer-focused approach.
Ability to work independently as well as collaboratively in a team environment.
Willingness to learn new technologies and adapt to changing business requirements.
Preferred Qualifications
Knowledge of ITIL processes and service management best practices.
Experience supporting enterprise applications in a production environment.
Familiarity with SQL queries, application monitoring tools, or log analysis tools.