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.
Job description
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.
Skills
- 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.
More Details: https://mphasis.ripplehire.com/ripplehire/candidate?ref=EL01&token=0T8WMOyKcyvonLWow0oN#detail
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