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.
Robust 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 current digital modules.

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