Bengaluru, Karnataka
Job Summary
The Application Helpdesk L2 Analyst provides advanced application and functional support beyond Level 1, handling escalated incidents, service requests, and complex troubleshooting for enterprise applications. The role focuses on faster restoration of service, deeper diagnosis, and effective escalation to Level 3 or specialized teams when required.
Key Responsibilities
Act as L2 support for complex, recurring, or business-critical application. Manage day-to-day operation of help desk. Manage internal client communication channels (help desk site, email, phone, chat etc.) Assist internal clients with issues related to the use of the relevant application and provide resolutions. Track requests and tasks from initiation until closing. Maintain records of clients, FAQs, issues, and all other types of requests. Collect, compile and analyze data, and prepare reports on an ongoing basis. Identify potential articles to be added to the knowledge base. Handle communications and manage expectations around essential CMS information, guidelines and processes Facilitate communications among IT teams. Conduct surveys to improve the quality of service for helpdesk. Analyze application design and performance metrics and propose improvements.
Skill Requirements
Act as the primary escalation point from L1 for application-related incidents and requests. Analyze, troubleshoot, and resolve medium to high‑complexity application issues Review tickets escalated by L1 to ensure correct categorization, prioritization, and troubleshooting quality Provide end‑to‑end follow‑up on escalated and VIP cases until resolution or handover to L3. Ensure incidents are handled in accordance with SLAs and OLAs
Other Requirements
Support Core Business Applications across environments (Prod / Non-Prod) Address issues related to: Application access and permissions Data validation and user errors Performance and availability problems Perform advanced troubleshooting using logs, error messages, and user impact analysis Ticket & Queue Management Monitor assigned incident and service request queues in ITSM tools.. Ensure detailed documentation of: Issue description Troubleshooting steps Resolution or escalation notes Identify recurring issues and raise them for problem management Knowledge & Process Improvement Contribute to knowledge base (KB) articles and runbooks Identify trends and recurring issues; proactively propose improvements Provide technical mentoring to L1 support Contribute to process improvement initiatives (ITIL best practices)
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