L1 App Analyst

Job Description

• Provide Level 1 support for business applications by responding to incidents, service requests, and user inquiries.
• Monitor application performance and ensure systems are operating normally.
• Perform initial troubleshooting and issue diagnosis before escalating unresolved issues to the L2/Application Development team.
• Log, update, and track incidents using an IT Service Management (ITSM) tool (e.g., ServiceNow, Jira, Freshservice).
• Ensure all incidents and service requests are resolved within the agreed Service Level Agreement (SLA).
• Perform basic application health checks, job monitoring, and batch process monitoring.
• Assist users with application access, account management, and password-related requests.
• Coordinate with internal teams, vendors, and infrastructure teams to resolve application-related issues.
• Document incidents, resolutions, and create/update knowledge base articles.
• Support application deployment validation, system maintenance, and scheduled activities when required.
• Prepare daily/weekly operational reports and incident summaries.
• Participate in shift rotations, on-call support, or weekend support when required.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related field.
• 1–2 years of experience in Application Support, IT Helpdesk, Service Desk, or a similar support role. Fresh graduates with relevant internships are welcome to apply.
• Basic understanding of application support processes and the software development lifecycle (SDLC).
• Familiarity with SQL for basic data validation and troubleshooting.
• Experience using ITSM tools such as ServiceNow, Jira Service Management, or similar platforms is an advantage.
• Basic knowledge of Windows/Linux operating systems.
• Understanding of incident, problem, and change management processes (ITIL knowledge is a plus).
• Strong analytical and troubleshooting skills.
• Excellent communication and interpersonal skills.