Bangalore, Karnataka, India
Information Technology
Annalect, Omnicom Media Group India Private Limited.
Overview
Overview:
The Application Support Analyst will provide first line technical support to internal agency users,
as well as customers/clients. The successful candidate will require an aptitude for working with
applications and tools to undertake analysis, diagnosis and resolution of problems, which may
range from straightforward to more complicated technical issues. The role also includes setting
up new and updating existing users with access to internal and external applications,
coordinating support with L2/L3 teams and escalating issues to 3-rd party support providers.
Responsibilities: as well as customers/clients. The successful candidate will require an aptitude for working with
applications and tools to undertake analysis, diagnosis and resolution of problems, which may
range from straightforward to more complicated technical issues. The role also includes setting
up new and updating existing users with access to internal and external applications,
coordinating support with L2/L3 teams and escalating issues to 3-rd party support providers.
Act as a single point of contact for tickets submitted via Email or Online Help Center
from internal users and external clients regarding use of applications and tools;
Qualifications: from internal users and external clients regarding use of applications and tools;
- Escalate tickets to L2/L3 Application Support engineers, and 3-rd party support teams;
- Take ownership of user problems and follow up the status of problems on behalf of the
- Publishing support documentation in the internal Knowledge Base to allow users and
- Create new Users in the SSO platform and permission to the Applications and Tools,
- Troubleshoot basic application issues such as data inconsistencies/discrepancies, data
Excellent communication and organizational skills;
- 2 years previous IT Service Desk and/or Call Centre experience;
- Experience managing incidents including business expectations and communication
- Good knowledge of SSO system for User management and access provisioning;
- Experience with Ticketing System (JIRA Service Desk or Service Now preferably);
- Self-motivated and result oriented, with a “can do” attitude.
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