Job Description

:



Role: Technical Support \xe2\x80\x93 Service Desk

Location: Mangalore

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:

\xef\x82\xb7 Provide technical resolution to users of an enterprise organization to enable them to work effectively

\xef\x82\xb7 Data analysis to identify improvement areas

\xef\x82\xb7 Drive improvement plans along with delivery teams

\xef\x82\xb7 Create knowledge content technicians to resolve issues faster while supporting a user

\xef\x82\xb7 Develop user guides to enable users to assist themselves and eliminate the need to contact support

\xef\x82\xb7 Support service desk delivery teams to execute effectively

\xef\x82\xb7 Prepare presentations/slideware for different audiences like client, internal teams, sales, leadership, etc.

\xef\x82\xb7 Provide inputs to create automation utilities for sequential step troubleshooting, service request fulfillment

\xef\x82\xb7 Test automations before they can be deployed to production

\xef\x82\xb7 Learn existing and new offerings of ITSM tools

\xef\x82\xb7 Recommend new feature adoption for ITSM\xe2\x80\x99s used by delivery teams

\xef\x82\xb7 Work extensively on excel reports for data analysis, SIP\xe2\x80\x99s, Project tracking, etc.

\xef\x82\xb7 Participate in client meetings and represent service desk delivery

\xef\x82\xb7 Study industry best practices and trends to be ahead of the change

\xef\x82\xb7 Research next gen end user support initiatives and propose best fit solution for existing customer

\xef\x82\xb7 Execute or coordinate automation applicable to end user support

\xef\x82\xb7 Build workflows in ITSM to reduce manual effort

\xef\x82\xb7 Enable virtual assistants by building talents or designing voice and chat bots

\xef\x82\xb7 Design self service portal for users to navigate conveniently and increase adoption

\xef\x82\xb7 Create request catalogues and orchestration to auto full service request

Skills:

\xef\x82\xb7 Analytical Skills \xe2\x80\x93 Advance

\xef\x82\xb7 Effective Business Communication - Advance

\xef\x82\xb7 MS Office (Excel, Word and PowerPoint) \xe2\x80\x93 Advance

\xef\x82\xb7 Email Etiquette \xe2\x80\x93 Advance

\xef\x82\xb7 Managing Stress \xe2\x80\x93 Intermediate

\xef\x82\xb7 Willingness to Learn \xe2\x80\x93 Expert

\xef\x82\xb7 Influencing Others - Intermediate

\xef\x82\xb7 Insight into the Customer\'s Mindset - Intermediate

\xef\x82\xb7 Solution Based Approach - Intermediate

\xef\x82\xb7 Follow Through - Advance

\xef\x82\xb7 Personal Credibility - Intermediate

\xef\x82\xb7 Self-Development - Beginner

\xef\x82\xb7 M365 \xe2\x80\x93 Intermediate

\xef\x82\xb7 Computing device understanding \xe2\x80\x93 Advance

\xef\x82\xb7 Dealing with Technology - Advance

Qualification:

\xef\x82\xb7 Any graduate

\xef\x82\xb7 Effective communication \xe2\x80\x93 Oral & Written

What\xe2\x80\x99s in for you?

\xef\x82\xb7 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.

\xef\x82\xb7 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.

\xef\x82\xb7 You get an open and transparent culture along with freedom to experimentation and innovation

About the practice/ Project:

\xef\x82\xb7 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

About Company:

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.

Mphasis