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    L1 Applications Support Engineer - Mumbai, India - Waytogo Consultants

    Waytogo Consultants
    Waytogo Consultants Mumbai, India

    4 days ago

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    Description

    Job Description :

    Key Responsibilities :

    • Provide firstline support and resolve a high percentage of incoming IT support requests on first contact.
    • This includes troubleshooting software and hardware related issues.
    • Ensure a swift response and analysis of new requests, escalating promptly to L2 support when needed.
    • Assess the business impact of IT incidents, accurately assign SLAs (Service Level Agreements), and follow established escalation procedures.
    • Take ownership of user issues, following up on their behalf and communicating progress updates in a timely manner.
    • Possess a strong understanding of Incident Management principles and adhere to established SLAs.
    • Present a positive and helpful demeanor when interacting with business customers.
    • Continuously improve service delivery by recommending the adoption of new technologies.
    • Prepare Management Information System (MIS) reports for data analysis.
    • Maintain critical access data to ensure user permissions for various platforms.

    Skills Required :

    • At least 1 year of experience within a service desk environment, providing remote support to corporate clients.
    • Strong technical knowledge of Windows 10 & 11, Office 2016 & 365, and the Azure environment.
    • Familiarity with telephony systems and knowledge of a ticketing management system (e.g., JIRA, ServiceNow, FreshService).
    • Experience using and contributing to a knowledge base for selfservice troubleshooting.
    • Proficiency in English speaking with excellent communication and interpersonal skills.
    • Experience in the service industry, particularly in multiclient handling situations.
    )
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