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L-1 Support - Product

Keywords / Skills : L-1 Support - Product, Tracking, ad-hoc batch reports, Monitoring, Scheduling, Reporting

Posted: 2019-06-12

Industry
IT/Computers - Software
Function
IT
Role
Sales Promotion Manager
Posted On
12th Jun 2019
Job Ref code
8a78859e6a33885f016a
579e4499393b
Job Description

This support level receives inbound requests through channels like phone, Web forms, email, chat, or other means based on the documented agreement with the Client. This support covers the activities needed from IT application support team for smooth
functioning of Business, which does not require any fixes or modifications to the application. The IT application support team will execute these activities based on Non-Incident Service Requests duly approved by customer’s Management.
Typical activities contain
  • Incidents reported by user
  • Alarm raised by monitoring tool
  • Running ad-hoc batch reports
  • Sending specific files to business community
  • Updation of data with concurrence from business users
  • Workarounds on incidents and user hand holding if required

  • L1 is intended to be the first to acknowledge an incident. L1 support tracks tickets until successfully resolved. L1 engineers can implement basic, documented break-fix tasks


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