L1 Support - LOS & LMS

Key Responsibilities :

• Serve as the first point of contact for LOS / LMS system-related issues, incidents, and service requests.
• Monitor support queues and ensure timely acknowledgment and resolution of tickets.
• Troubleshoot basic application issues, data discrepancies, and functional queries.
• Document issues, solutions, and standard operating procedures (SOPs).
• Escalate unresolved issues to L2 / L3 or the development team with adequate information.
• Coordinate with internal teams for user access management, configurations, and minor system updates.
• Provide support during UAT and post-deployment phases.
• Generate routine reports on support metrics, incidents, and system health.
• Ensure compliance with SLA timelines and maintain communication with stakeholders.

Required Skills :

Skills Required

Sql, Jira, Servicenow, Sla Management