Service Desk

3 days ago

Delhi, Delhi, India National Institute for Smart Government (NISG) Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Service Desk & Application Support Lead Rajya Sabha

Educational Qualification

  • Bachelor's Degree in Computer Science / Information Technology/ Electronics / related discipline from a recognised institution.
  • Desirable: Certification in ITIL / Service Desk Management / System Administration.

Experience

  • Minimum 8–10 years of experience in technical support, application helpdesk, or IT operations within large-scale enterprise or e-governance environments.
  • Experience in managing incident, problem, and change management processes using standard ITSM tools.

Core Technical Skills

  • Strong understanding of web and mobile application ecosystems PHP/ Python / Flutter).
  • Familiarity with ticketing and monitoring systems (ServiceNow, Freshdesk, Jira, or equivalent).
  • Basic troubleshooting in databases (MySQL, MongoDB) and API-level error diagnosis.
  • Knowledge of user access provisioning, role-based permissions, and network-level issue tracing.
  • Exposure to Linux/Windows server environments, log analysis, and basic scripting preferred.

Functional / Soft Skills

  • Excellent communication and documentation skills.
  • Ability to coordinate with development, infrastructure, and user teams.
  • Strong problem-solving and multi-tasking ability under pressure.
  • Customer-oriented attitude with service quality focus.

Key Responsibilities

  • Operates as the first line of support for all web and mobile applications.
  • Manage the Service Desk operations – incident logging, categorisation, escalation, and closure.
  • Coordinate with backend, DevOps, and database teams to resolve issues and track SLAs.
  • Maintain an up-to-date Knowledge Base for known issues, FAQs, and standard procedures.
  • Assist in user account management, role provisioning, and basic troubleshooting.
  • Provide application-level technical assistance to Secretariat staff, Members, and support teams.
  • Analyse recurring issues and prepare weekly incident trend reports.
  • Support UAT and production rollout activities for new project applications.
  • Ensure compliance with security and confidentiality policies in handling user data.
  • Participate in training sessions and user awareness programmes for new digital modules.

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