Service Desk Engineer Impact Infotech Private Limited

Service Desk Engineer

• Single Point of Contact for all branches of the reporting RRB
• Log all calls received via any communication medium (Mail, Phone, Web) and issue the incident ticket to the user.
• Analyze all calls received and update the comments on analysis before assigning it to L2.
• Provide the solution on time as per the SLA norms.
• Learn the new features and changes incorporated in a patch whenever it is implemented.
• Finacle Front End application support.
• Help the user to navigate the Finacle Menu options.
• Follow up with the user till the required information is received for analysis.
• Update the status of the call in EMS tool (CA Service Desk) with proper remarks (Cause of the incident and solution provided with functional & technical explanation)
• Hand shake with the previous/next shift support engineer to get update of pending/critical calls during shift change.
• Interact with Banks IT team whenever required to complete the calls
• Upload table dumps/any other output asked by Infosys with respect to the calls lodged with them
• Provide required assistance to L2, server, database team in implanting the Finacle patches.
• Provide the resolution and get the call closed for all the calls that are assigned from L1 level which includes vendor interaction.
• Local language required.

Qualification : Any Graduates

Looking immediate joiners only.

Require all educational documents.

Interested can share resumes on Riya.tambe@impact-infotech.com