Application Support Specialist

Job Summary/ Job Opportunity:

We are seeking a proactive and customer-oriented L1 Service Desk Analyst with 3–5 years of experience in application support, insurance operations support, or IT service desk environments.

The candidate will be responsible for providing first-level support for insurance applications and operational processes, performing ticket triage, troubleshooting issues, supporting JML activities, and coordinating with business stakeholders and application support teams.

The role requires strong communication skills, SLA-driven support experience, and the ability to work in a fast-paced production support environment supporting global users.

Position: Service Desk Analyst – Insurance Application Support

Location: Gurugram / Noida

Hybrid Office Presence & Shift Coverage: Willingness to work in rotational shifts aligned to customer support coverage. Coverage window may extend across business hours and overlap support based on client operational requirements. Weekend/on-call support may be required based on business needs. Hybrid work model with mandatory office presence as per organizational policy

Key Objectives and Major Responsibilities:

Handle incoming incidents, service requests, and operational support tickets through the ITSM/ticketing platform.

Perform ticket triage, categorization, prioritization, and assignment based on severity and business impact.

Provide first-level troubleshooting and functional support for insurance applications and business processes Support Joiner, Mover, and Leaver (JML) activities, user access requests, and operational workflows

Perform runbook-based diagnostics and resolution for recurring or known issues.

Coordinate with L2/L3 support teams, application SMEs, vendors, and business users for issue resolution.

Ensure timely escalation of unresolved or high-priority incidents with complete diagnostic details.

Maintain accurate ticket documentation, status updates, communication logs, and resolution notes.

Monitor ticket queues and ensure adherence to defined SLAs and operational KPIs Participate in incident reviews, knowledge management, and continuous process improvement initiatives.

Support reporting activities related to ticket volumes, SLA compliance, and recurring issues.

Contribute to knowledge base updates, SOP documentation, and operational readiness activities.

Required Skills Technical / Functional Skills:

Experience working in Service Desk, Production Support, or Application Support environments.

Hands-on experience with ticketing/ITSM platforms such as ServiceNow, Jira, Remedy, Freshservice, or similar tools.

Understanding of incident management, ticket lifecycle, escalation management, and SLA driven support.

Exposure to insurance applications, broking systems, or operational support environments preferred.

Knowledge of user access management and JML processes.

Basic troubleshooting skills for application and operational issues.

Familiarity with MS Excel, Outlook, Teams, and reporting tools.

Preferred Insurance Domain Exposure:

Candidates with experience in any of the following areas will be preferred:

Insurance application support

Policy administration systems

Claims or broking operations

Eclipse broking platform exposure

Insurance workflows and business operations

Managed services or offshore support models

Soft Skills

Strong verbal and written communication skills in English.

Ability to communicate effectively with global stakeholders and business users.

Strong analytical and problem-solving skills.

Customer-centric mindset with ownership attitude.

Ability to work under pressure in SLA-driven environments.

Good coordination and stakeholder management skills.

Team-oriented and collaborative approach.

Qualification and Experience:

Graduate degree in any of the below: - Insurance | B.Com | BBA | BCA | Computer Applications | IT | Business Administration Or related disciplines.

Preferred Certifications (Optional)

ITIL Foundation knowledge.

Insurance domain certifications or coursework.

Service desk or customer support training.

Exposure to process documentation and operational reporting.

Experience

3–5 years of relevant experience in

Service Desk Support

Insurance Application

Support Production Support

IT Operations Support

Managed Services environments

Key Success Measures:

SLA adherence

First-level resolution effectiveness

Ticket handling quality

Escalation accuracy

Customer/user satisfaction

Communication quality

Operational compliance and reporting accuracy

Preferred Candidate Profile

Candidates from Insurance, Broking, BFSI, or Managed Services background will be preferred

Prior experience supporting global clients/customers is an advantage

Candidates comfortable working in hybrid and rotational shift environments preferred