L1 Application Support

Roles and Responsibilities for L1 Application Support (SharePoint, Domino Lotus, and ServiceNow) Incident Management - Respond to user-reported issues related to SharePoint, Domino Lotus, and ServiceNow applications via phone, email, or ticketing system. - Log incidents accurately in the ServiceNow ticketing system, ensuring all relevant details are captured. - Classify and prioritize incidents based on severity and impact on business operations. Problem Resolution - Troubleshoot and diagnose issues within SharePoint, Domino Lotus, and ServiceNow according to established guidelines. - Provide first-level support for application-related queries, including changing routing matrix in SharePoint, Domino Lotus, and ticket management in ServiceNow. - Escalate complex problems to L2 support when necessary. User Support - Assist users with application functionalities in SharePoint, Domino Lotus, and creating/managing tickets in ServiceNow. - Provide training and guidance to users on best practices for using SharePoint, Domino Lotus, and ServiceNow features. - Maintain a high level of customer service and user satisfaction. Monitoring and Maintenance - Monitor application performance, uptime, and accessibility of SharePoint sites, Domino Lotus servers, and ServiceNow instances. - Conduct routine checks to ensure applications are functioning as expected, addressing any identified issues promptly. - Report recurring issues or trends to management for further analysis and resolution. Documentation - Update and maintain knowledge base articles and documentation specific to SharePoint, Domino Lotus, and ServiceNow support. - Document troubleshooting steps, resolutions, and user guides for future reference. Collaboration - Work closely with L2 support teams and other IT stakeholders to resolve application-related issues effectively. - Participate in team meetings to discuss ongoing issues, user feedback, and potential improvements. - Assist in testing updates or enhancements to SharePoint, Domino Lotus, and ServiceNow before deployment. Compliance and Security - Ensure adherence to company policies and procedures related to the use of SharePoint, Domino Lotus, and ServiceNow applications. - Report any security concerns or vulnerabilities related to the applications to the appropriate teams.