L1 Engineer (ITSM)
Job Description
Qualification : /(CSE/ECE/IT)/MCA/MSc(CS)
Desirable Certification : OEMspecificusertrainingcertificationsforITSM/ITAMtools
Experience : Minimum 2 years’ experience in providing first-level support in ITinfrastructure and service desk operations with
basicunderstandingofIncident,Request&ITAsset management. Ability to raise, update, assign, and escalate service tickets as per SOPs FamiliaritywithITSMinterfacesandportalusage Responsibilities :
Monitorticketqueuesanddashboards Performinitialcategorizationandassignmentoftickets Providebasictroubleshootingandresolutions EscalatecomplexandunresolvedissuestoL2/TeamLead Ensureaccurateandtimelyticketupdate Communicatewithusersforticketstatusand resolution Coordinatemaintenanceactivitiesasperbank’srequirement Useraccessreportingto L2