­ministrator

•     Logging / verifying customer details•     Identifying the issue and categorizing / prioritize the incident•     Creating a ticket in ITSM Toll (ServiceNow) for each phone call or email received.•     Analyze and resolve or route Web tickets/Self-service tickets accordingly. •     Referring Knowledge Management in Knowledge Base and searching for previous tickets for a workaround / resolution and attempting resolution•     Documenting the necessary troubleshooting steps performed in each call or email handled in detail.•     Selecting the appropriate priority depending on the analyzation of the issue•     Responsible to check the random updates mentioned in the Daily Shift turnover reports & work on Group Mailbox according to the latest process updates/Outages/Downtime notification