L1 Support – Service Desk Services – Mumbai / Pune

Mumbai, Pune
Posted 2 years ago

·         L1 team representatives shall be responsible for providing necessary assistance to branch staff on the problem encountered by them while carrying out transactions and navigation guidance.

·         All the calls received shall be logged in the Bank’s service management system. The issues which cannot be resolved by the representatives shall be escalated to L2 engineers and the same will be tracked by the L2 team for the closure of the call. L2 team may assign the call back to the L1 team member with the complete resolution in case the L2 team is not able to directly interact with the end user.

·         BBSSL shall provide inputs to Bank on end-user training requirements based on help desk problem call tracking and analysis on need basis. This will be and additional activity for which dedicated team member/members will be deployed.

·         Each L1 representative is expected to handle a minimum of 20-30 calls per day.

·         Establishing a help desk as a single point of contact for all services;

·         Using the available help desk Solution and / or electronic mechanisms for servicing problem reporting requests and status updates;

·         Tracking of problems from initial call to their logical conclusion.

·         Notifying users of problem status and resolution;

·         Provide efficient and prompt solutions to operational problems of end users concerning Finacle solution.

·         Shall be the first point of contact for Bank’s internal users for resolution of issues, which could even be in the nature of seeking clarifications / guidance.

·         Categorization of requests into functional clarification, bug or change request. Functional clarification / work around to be provided by Level 1 support itself. Bug change requests to be logged and reported for further processing. Escalate/assign unresolved issues to L2 team

·         Provide continuous telephonic/email support for Finacle solution.

·         Provide on call support outside of Service Hours

·         Resolve the call within stipulated timeframe as defined in Service Level Agreement

·         Coordinate with the L2 teams for resolution and provide necessary information as may be required by the team to resolve the issues

·         Escalate the unresolved calls as per escalation matrix

·         All the standard procedures and controls are documented for audit requirements 

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Job CategorySoftware Engineer

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