About Mphasis: 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. 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. We have been recently felicitated by the economic times as the most distinguished digital company 2015. We have also been ranked 29 of 100 largest financial technology vendors by American Banker and BAI in the FinTech Forward Top 100 rankings.
Job Profile: Technical Support Associate – Service Desk
Exp Needed: 0-1 years
Work location: Pune
Job description: 0 to 1 years of experience in Service Desk/IT Helpdesk/ Technical Support domain or International Voice Process.
- Problem and Incident management under Global Service Desk environment where the Tech support Engineer has to manage client’s queries and technical problems via inbound calls, emails, chat and web tickets within defined SLA’s
- Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.
- Update users about request status and close request when users are satisfied with solutions
- Level 1, Level 2 and Level 3 troubleshooting mainly related to desktop/OS, Custom and COTS applications, Exchange related, End devices, VPN, VOIP and share point as per guidelines in the knowledgebase.
- Remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groups
Skills: Should be comfortable for:
- 5 days working Night Shift may require to do Day shift during training and transition
- 2 Days Weekly Off Consecutive. Any 2 Days of the week
- 9 Hours Login ( With 1 Hour Break )
- Excellent command on English (Verbal and Written)
- Pick up and Drop
- Global Standards work environment
- Proper Desk job
- Performance linked incentives
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