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Should have 1 -2 years of experience in FCR and FCC 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 Alert monitoring & follow with respective teams for closing the alerts Master Maintenance Activity (Holiday marking, Product creation, Branch creation, role mapping) Patch deploy...
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