Job Description

Role: Technical Support – Service Desk

Location: Pune

Who are we looking for?

Candidates with good English speaking and written skills and keen to work with End User Support team to deliver user positive experience to enterprise users while they deal with technology in their organization, help them improve productivity, and consult/coach them to adopt new technology/enhancements.

Job Responsibilities:

 Provide technical resolution to users of an enterprise organization to enable them to work effectively

 Data analysis to identify improvement areas

 Drive improvement plans along with delivery teams

 Create knowledge content technicians to resolve issues faster while supporting a user

 Develop user guides to enable users to assist themselves and eliminate the need to contact support

 Support service desk delivery teams to execute effectively

 Prepare presentations/slideware for different audiences like client, internal teams, sales, leadership, etc.

 Provide inputs to create automation utilities for sequential step troubleshooting, service request fulfillment

 Test automations before they can be deployed to production

 Learn existing and new offerings of ITSM tools

 Recommend new feature adoption for ITSM’s used by delivery teams

 Work extensively on excel reports for data analysis, SIP’s, Project tracking, etc.

 Participate in client meetings and represent service desk delivery

 Study industry best practices and trends to be ahead of the change

 Research next gen end user support initiatives and propose best fit solution for existing customer

 Execute or coordinate automation applicable to end user support

 Build workflows in ITSM to reduce manual effort

 Enable virtual assistants by building talents or designing voice and chat bots

 Design self service portal for users to navigate conveniently and increase adoption

 Create request catalogues and orchestration to auto full service request

Skills:

 Analytical Skills – Advance

 Effective Business Communication - Advance

 MS Office (Excel, Word and PowerPoint) – Advance

 Email Etiquette – Advance

 Managing Stress – Intermediate

 Willingness to Learn – Expert

 Influencing Others - Intermediate

 Insight into the Customer's Mindset - Intermediate

 Solution Based Approach - Intermediate

 Follow Through - Advance

 Personal Credibility - Intermediate

 Self-Development - Beginner

 M365 – Intermediate

 Computing device understanding – Advance

 Dealing with Technology - Advance

Qualification:

 Any graduate

 Effective communication – Oral & Written

What’s in for you?

 At Mphasis, we promise you the perfect opportunity of building technical excellence, understand business performance and nuances, be abreast with the latest happenings in technology world and enjoy a satisfying work life balance.

 With the current opportunity, you will get to work with the team that has consistently been setting benchmarks for other deliveries in terms of delivery high CSATs, project completion on time and being one of the best teams to work for in the organization.

 You get an open and transparent culture along with freedom to experimentation and innovation.

About the practice/ Project:

 Service Desk Delivery

Who are we?

Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. Over the years we have left an indelible impression in the IT solutions domain with an impressive clientele and an extensive global presence. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. Our integrated solutions offering is aimed at creating value for our customers, helping them in improving their business processes with minimum hassles and capital outlays .

Skills

PRIMARY COMPETENCY : Service Desk PRIMARY SKILL : Technical Troubleshooting L1.5 PRIMARY SKILL PERCENTAGE : 100