Level 1 Application Support Analyst

SUPPORT EXECUTIVE Job Title: L1 Application Support Analyst Location: Anna Salai Department: IT Reports to: IT Manager Job Summary: We are seeking a proactive and customer-focused L1 Application Support Analyst to provide first-level technical support for business-critical applications. You will be responsible for responding to incidents, service requests, and performing basic troubleshooting and escalation to L2/L3 teams as needed. - Provide first-line support for application issues via ticketing systems, email, and calls. - Monitor application performance and alerts using standard monitoring tools. - Log, categorize, and prioritize incidents and service requests. - Perform initial diagnostics and resolve or escalate issues as required. - Maintain support documentation, FAQs, and user guides. - Coordinate with users to gather necessary details for issue resolution. - Work with L2/L3 teams to track progress and ensure timely resolution. - Generate regular reports on incident trends and resolution metrics. - Support user onboarding and application access provisioning. - Ensure compliance with SLAs and internal processes. Required Skills & Qualifications: - Bachelor's degree in Computer Science, IT, or related field. - 0–2 years of experience in IT/Application Support or similar role. - Basic knowledge of SQL, Windows/Linux OS, and ITSM tools. - Strong communication and problem-solving skills. - Ability to work in shifts and handle pressure in a production environment. - Good understanding of ticketing tools (e.g., ServiceNow, JIRA). Preferred Skills: - ITIL Foundation Certification. - Exposure to cloud platforms (AWS, Azure) is a plus. - Basic scripting knowledge (e.g., Shell, Python) is an advantage.