Engineer - Service delievery

L1 Engineer (ITSM)

Job Description

Qualification : B.E/B.Tech (CSE/ECE/IT)/MCA/MSc (CS)

Desirable Certification : OEM specific user training certifications for ITSM/ITAM tools

Experience : Minimum 2 years’ experience in providing first-level support in IT infrastructure and service desk operations with

• basic understanding of Incident, Request & IT Asset management.
• Ability to raise, update, assign, and escalate service tickets as per SOPs
• Familiarity with ITSM interfaces and portal usage

Responsibilities :

• Monitor ticket queues and dashboards
• Perform initial categorization and assignment of tickets
• Provide basic troubleshooting and resolutions
• Escalate complex and unresolved issues to L2/Team Lead
• Ensure accurate and timely ticket update
• Communicate with users for ticket status and resolution
• Coordinate maintenance activities as per bank’s requirement
• User access reporting to L2
• Provide daily report of device health status and configuration changes
• Provide reports on any alarms/events
• Provide inputs to L2 engineers for issue resolution, consulting, IT infrastructure planning and change management
• Coordinate with service providers, NOC, Data Centre etc. for issue resolution and activities
• Any other work related to the tools as assigned by bank