Consultant - IT and Application Support
Eli Lilly and Company (company site, opens in a new tab)2–4 yrsHyderabadOn-siteDirect career pageEst. 4.5–8 LPA
Posted 7h ago
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Job description
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About This Role
- Own first-contact support for IT, device, application, and access issues across chat, self-service, and phone; resolve issues where possible rather than simply routing them.
- Use remote desktop and endpoint tools, ServiceNow ticketing, and accurate documentation to diagnose issues and enable clean escalations when needed.
- Identify recurring issues and knowledge gaps, promote AI/self-service workflows, and help coach peers and scale effective support practices.
Minimum Requirements
- Work Experience Required: 2–4 years in IT support, service desk, or application support in a corporate or global environment.
- Working knowledge of ITSM platforms such as ServiceNow, remote desktop and endpoint tools, and end-user support technologies; exposure to application troubleshooting.
- Availability for flexible, non-standard hours across two shifts, including weekends and holidays, as required for 24×7 support coverage.
Ideal Candidate Profile
- An advanced-L1 support professional comfortable resolving varied user issues, investigating root causes, and handling ambiguity across IT and applications.
- Experience in corporate or global support environments, with practical familiarity with endpoint diagnostics, access support, and service management workflows.
- Able to turn recurring support patterns into clearer knowledge, self-service or automation opportunities, and practices peers can adopt.