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 (Vue.js/ 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 current 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.

📌 Service Desk & Application Support Lead - Rajya Sabha (Delhi)
🏢 National Institute for Smart Government (NISG)
📍 Delhi