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
...

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