Senior Administrator - English, Arabic, Microsoft Windows

Experience: Not Available to Not Available years

Location: Chennai, India

Skills: Application Support, ITSM tools, Data validation, User errors, Performance problems, Availability problems, Technical mentoring, ITIL best practices

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
Application Support
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)

📌 Senior Administrator English, Arabic, Microsoft Windows (Chennai)
🏢 HCL Technologies
📍 Chennai