Company Name: VARITE India Private Limited

About The Client:

Client is a leading global technology research and advisory firm. A trusted business partner to more than 700 clients, including 75 of the top 100 enterprises in the world, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth

About The Job:
- We are seeking a proactive and detail-oriented L1 Support Analyst to provide first-level support for custom applications built on the ServiceNow platform, primarily accessed via the Service Portal.
- This role involves triaging tickets, resolving basic issues, and escalating complex problems to higher support tiers.
- You will play a key role in maintaining service quality, user satisfaction, and operational efficiency.

Essential Job Functions:

Operational Support
- Monitor and manage the helpdesk queue, ensuring timely triage and resolution of L1 tickets.
- Resolve incidents and service requests in alignment with defined SLAs and escalate when thresholds are at risk.




- Provide support for common user issues such as access requests, navigation assistance, and basic troubleshooting within ServiceNow applications.
- Accurately log, categorize, and prioritize incidents and service requests in ServiceNow.
- Escalate unresolved or complex issues to L2/L3 teams with appropriate documentation.
- Perform basic configuration tasks and user account administration as defined procedures.
- Participate in testing and validation of minor platform updates or UI changes.

Knowledge & Documentation
- Maintain and update knowledge base articles and FAQs to support self-service and improve ticket deflection.
- Follow documented procedures and contribute to SOP improvements based on recurring issues.
- Contribute to onboarding documentation and assist peers by sharing insights and best practices.

Reporting & Quality
- Track and report on ticket metrics such as volume, resolution

📌 Support Analyst – ServiceNow Custom Application Support (Bengaluru)
🏢 VARITE
📍 Bengaluru