Support Analyst

Who we are

At Inchcape Shipping Services, our vision is to create a connected world where customers can trade successfully and make informed decisions in every port, everywhere. We achieve this by combining our worldwide infrastructure with local expertise, through our global network of more than 250 proprietary offices and a team of over 3,000 dedicated professionals. Our diverse customer base includes owners and charterers in the oil, cruise, container, and bulk commodity sectors, as well as naval, government, and intergovernmental organizations.

We have an ambitious growth model, and a career here is certainly going to be a rewarding one that will allow you to bring your skills & experience. We embrace change and are open to new thinking and pushing for positive change in our industry.

Contract type: Permanent

Location: Chennai (Guindy)

Main Purpose of the Job :

The L1 Application Support Analyst provides first-line operational and technical support for business-critical applications, ensuring timely response to incidents, service requests, monitoring alerts, and operational activities. The analyst is responsible for maintaining service availability through standardized operational procedures while ensuring seamless escalation of complex issues to L2 support.

The role serves as the primary point of contact for users, ensuring excellent customer service and adherence to defined service levels.

Key Responsibilities :

Incident Management

• Receive, log, categorize, and prioritize incidents.
• Perform first-line troubleshooting.
• Resolve standard incidents using documented procedures.
• Escalate unresolved issues to L2.
• Maintain accurate ticket documentation.
• Communicate ticket status to users
  
  

Service Request Management

• Fulfill standard service requests.
• Perform approved user administration tasks.
• Execute routine operational activities.
• Ensure request completion within SLA.
  
  

Monitoring

Monitor:

• Application availability
• Scheduled jobs
• Batch processing
• APIs
• AWS alerts
• Integration platforms
• Business transactions
• Queue health
• File transfers
• Interfaces
  
  

Take appropriate action based on documented procedures.

Operational Activities

Execute routine operational tasks including:

• Daily health checks
• Standard transaction reprocessing
• Operational reports
• Reconciliation support
• Queue monitoring
• Business process validation
• Exception monitoring
  
  

Customer Support

• Provide first-line support to business users.
• Respond to user queries professionally.
• Maintain high customer satisfaction.
• Follow communication standards.
  
  

Documentation

• Update tickets accurately.
• Record troubleshooting steps.
• Update knowledge articles.
• Maintain operational logs.
• Document recurring issues
  
  

Continuous Improvement

• Identify opportunities to improve operational processes.
• Suggest automation ideas.
• Participate in knowledge-sharing sessions.
• Contribute to SOP updates
  
  

Key Performance Indicators (KPIs)

• SLA Compliance
• First Response Time
• Ticket Resolution Time (L1 scope)
• Ticket Quality
• Escalation Accuracy
• Queue Compliance
• Knowledge Article Contribution
• Customer Satisfaction
• Attendance & Shift Compliance
  
  

Knowledge Skills and Abilities :

Technical Skills

Working knowledge of:

• ServiceNow or equivalent ITSM tool
• Jira
• Microsoft Office
• Windows Operating Systems
• Basic SQL
• Monitoring tools (Grafana, Kibana, Splunk)
• Basic networking concepts
• Application monitoring tools
  
  

Preferred exposure to:

• ERP Applications
• Middleware
• APIs
• AWS Monitoring
• Batch Scheduling Tools
  
  

Preferred Certifications

• ITIL Foundation (Preferred)
• Microsoft Fundamentals (Preferred)
• Cloud Fundamentals (AWS/Azure) (Preferred)
  
  

Experience

• 3 – 10 years in Application Support or Service Desk
• Experience in a 24x7 support environment
• Experience using ITSM platforms
• Familiarity with application monitoring tools
  
  

Competencies

• Customer Service Orientation
• Attention to Detail
• Problem Solving
• Communication Skills
• Teamwork
• Time Management
• Adaptability
• Learning Agility
  
  

Why Inchcape Shipping Services

We believe in building a diverse and high performing workforce, that works together to provide our customers with the exceptional service they deserve. To reach the highest standards we depend on our people, their welfare, training and expertise. We realize the value of our staff and know that your unique experiences, skills and passions will help you to build a rich and rewarding career in our dynamic industry.

Our values are at the center of everything we do, and the successful candidate will be expected to demonstrate and fully adopt these:

Global Perspective - we connect the world and see the bigger picture.

The Power of People - we rely on the strength of local agent knowledge and relationships.

Progress - we adopt new thinking and push for positive change in our industry.

In return, we will offer you:

A diverse range of benefits, depending on your geographical location. Globally as a minimum you will receive:

• A retirement savings plan
• Life assurance
• Holiday starting at 22 days
• Healthcare
• Competitive salary
• Employee Assistance Programmed
• Career development and progression opportunities
• Values Award celebration events
• Team building days
  
  

Plus, much more!

If you think that you have the right skills, knowledge and attitude to join our team, then we invite you to apply by simply clicking at the top of this advert!

#ISSthebiggerpicture

Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work documentation depending upon your geographical location.

Inchcape is an Equal Employment Opportunity Employer and equality; diversity and inclusion are at the center of everything we do. We recognize that our customers, colleagues, contractors and other partners are central to our success and that we work in a diverse society. We acknowledge not only our legal, but also our moral responsibility to ensure all groups have equality of opportunity.