Application Support & Service Desk Engineer

• Provide day-to-day Application Support for employee-facing business applications.
• Perform Service Desk activities, including logging, categorizing, prioritizing, tracking, and resolving incidents and service requests.
• Use ServiceNow to manage tickets and maintain clear, accurate, and up-to-date ticket notes.
• Troubleshoot and resolve common application issues, including access problems, workflow errors, data corrections, and how-to requests.
• Drive first-contact resolution wherever possible using structured troubleshooting.
• Acknowledge tickets within the defined 1-hour response SLA and resolve or appropriately escalate them within the 36–72-hour resolution window.
• Escalate issues requiring configuration, code, or data fixes with complete diagnostic information.
• Maintain ownership of escalated tickets and follow them through to closure.
• Keep users informed of ticket progress, communicate resolutions clearly, and confirm resolution before closing requests.
• Maintain accurate ticket categorization and documentation to support effective reporting and issue analysis.
• Contribute to knowledge articles and FAQs to improve support effectiveness and reduce recurring service requests.
• Develop broader application support knowledge to provide effective team coverage during absences and peak-demand periods.

Proficient

• Application Support
• Service Desk
• ServiceNow

• 0–3 years of experience in application support, service desk, or a related support environment.