Mphasis Job Openings As Technical Support Associate At Pune In November 2018:
|Job Role||Technical Support Associate – Service Desk|
- Bachelor’s degree (B.E/B.Tech)/Any degree
- 0 to 1 years of experience in Service Desk/IT Helpdesk/ Technical Support domain or
International Voice Process.
- Excellent command on English (Verbal and Written)
- 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)
- 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.