Title of Job:- Technical Support Associate - Service Desk-7672077
Eligibility:- 0-1 Years Freshers Graduate/ Diploma
About Us:- Mphasis is an IT services company based in Bangalore, India. The company provides infrastructure technology and applications outsourcing services, as well as architecture guidance, application development
Roles and Responsibilities:-
• Respond to customer queries 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
• Performing Level 1 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.
• Doing remote desktop troubleshooting.
• Escalating complex incidents / requests to upstream technical groups.
• Operating the computer, OS and Knowledge base navigation.
• Should have good communication skill and basic technical knowledge.
• Should be ready to work in 24/7 work environment.
• Active listening and should have remote desktop skills.
• Good probing skills & Analytical skills would be an added advantage.
• Should have maximum 1 year of experience in Service Desk/International voice.