Application Support Analyst

At Vistra our purpose is progress. We believe that our clients have the power to change the world and to do great things for global progress, and we exist to remove the friction that comes from the complexity of global business – to help our clients achieve progress without friction.

But progress only happens when people come together and take action. And we’re absolutely committed to building a culture where our people can do just that.

We have an exciting opportunity for you to join our team as Application Support Analyst, reporting to the Application Support Manager, India, this full-time and permanent position is based in Mumbai, India and offers regional coverage, allowing you to make a significant impact to our Technology department and its’ growth.

Purpose of Role

The key role of an Application Support Analyst is to provide responsive, quality support to our users on our global applications while working closely with other departments such as our Business users, Business Analyst, Project Mangers, and Platform Technology Managers. Using knowledge-based tools to diagnose, research, resolve application issues, and documenting this in our incident tracking system.

Key responsibilities:

• Respond to user requests in a timely, accurate way through our ServiceDesk Plus ticketing system
• Contact users by phone or web session to troubleshoot issues
• Learning and staying proficient in all applications supported by the team
• Work collaboratively with cross-functional teams to resolve user issues, escalate issues appropriate team members and ensure tickets are solved within the agreed SLA’s
• Create/maintain documentation and knowledge articles in ServiceDesk Plus to support the team and end users
• Uphold Vistra’s values by promoting a culture of professionalism and teamwork
• Handle any ad hoc duties as assigned

Key requirements:

• Experience with ViewPoint would be a plus.
• Professional fluency in English, both written and oral.
• Experience in supporting, troubleshooting and testing web/on premise applications
• Enthusiastic and high professional integrity
• Key player in contributing to the team’s success
• MS Office/O365
• SQL Experience a plus but not required
• Experience in logging requests in Ticketing system
• Minimum of 2-years experience in an Application Support role.
• Strong problem solving, analytical and interpersonal skills
• Knowledge in business systems such as ERP, billing, accounting, time recording, document management, payroll, and entity management will be a plus.
• Graduate Degree. Computer Science certifications would be a plus.

Company Benefits:

At our Vistra GSC office, we believe in putting our employees’ well-being first! We offer a hybrid working arrangement.

Additionally, we provide attractive insurance benefits, excellent job exposure and career prospects.

If you are excited about working with us, we encourage you to apply or have a confidential chat with one of our Talent Acquisition team members. Our goal is to make this a great place to work where all our people can thrive. We hope you join us on this exciting journey!