Job Description: 

• Should have 1 -2 years of experience in Finnone Application
• Logging of new incident tickets service requests in IT helpdesk tool for issues reported through call or email
• Monitoring of tickets logged through ticketing tool
• First Point of Contact and entry point for Business User’s Incidents and Service Requests
• Monitoring of mass incident tickets and re-prioritization/logging of incident tickets if required
• Direct resolution of Incident and Service Request Tickets based on available information in KEDB
• Routing tickets to further support units across L2’s, when not resolvable at L1
• Establish, maintain and update KEDB to enhance resolution efficiency at L1
• Seamless Coordination with Incident & Problem Management Teams
• EOD/BOD Activities
• Executing Activities with help of SOP’s and Checklist