IT Support

Job Description Key Responsibilities Application Support Provide first-level support for web-based applications, mobile applications, CRM, ERP, and internal business systems. Troubleshoot and resolve user issues received via calls, emails, and ticketing tools. Monitor application functionality and identify system-related issues. Escalate complex technical issues to development or infrastructure teams and track them until closure. Perform application testing and validation after bug fixes, enhancements, and deployments. User Support & Query Resolution Act as the primary point of contact for application-related user queries. Assist users with login issues, access management, navigation, and system functionality. Ensure timely resolution of incidents as per defined SLAs. Maintain high levels of user satisfaction through prompt and effective support. Ticket Management Log, track, prioritize, and close support tickets through the ticketing system. Monitor ticket queues and ensure adherence to service levels. Maintain detailed records of issues, resolutions, and follow-up actions. Generate periodic reports on ticket volumes, trends, and resolution metrics. Stakeholder Coordination Coordinate with business users, vendors, developers, and internal IT teams for issue resolution. Communicate application updates, outages, and maintenance activities to stakeholders. Support user acceptance testing (UAT) and deployment activities. Documentation & Training Create and maintain user guides, SOPs, FAQs, and knowledge base articles. Conduct user training sessions and knowledge transfer activities. Ensure documentation is updated for new features and system changes. Database & Technical Support Perform basic database validations and data verification activities. Assist in generating reports and extracting data as required. Support system configuration and user management activities. Key Responsibilities: