Job Description
Job Summary –
•Lead and manage the Service Desk agents who are responsible for handling initial contact from users through supported channels within agreed timelines as specified in the SLA
•Provide necessary support as a SME to the agents on the floor as appropriate
•Review and manage client’s knowledge repository for solution and processes to be followed. In the event a knowledgebase article is not available for a specific issue or problem, use best efforts based on available individual or collective troubleshooting to resolve the issue at hand.
•Help agents perform tasks required to resolve the user IT Issues, including but not limited to reset password, provide access, browser-based troubleshooting, guide users using reference material for navigating various systems including self-service tools/processes. Performing these tasks may require remote access into User’s computer.
•Manage the shift and shift roster for the location assigned ensuring 24x7 coverage without impacting any of the end-user services
•Guide the team to follow the best practices and help define process/procedure wherever required
•Set goals for the agents as part of the yearly review process
•Work with senior management team ensuring smooth operations
•Liaise with internal supporting functions like admin, travel, transport, training, HR, etc. as required
Years of experience needed – 5 to 8 years
Technical Skills:
•Well versed with shift management, assigning tasks and managing the SLAs with the available set of resources
•People’s person with good communication capability to keep the team motivated.
•Proficient with presentation and excel tools
•Represent the technical team wherever required in the client discussion
•Telecommunication etiquette to deal with end-user with good empathy and understanding
•Client specific process and technical understanding to enhance user experience
•SME or good knowledge on Windows & Microsoft Office troubleshooting
•Thorough understanding of application access provisioning and troubleshooting
•Very good knowledge of ITSM tool like ServiceNow
•Strong understanding of ITIL processes
•Service Desk - Windows 10/Modern Workplace
•Service Desk - MS Office 365 Suite
•Service Desk - End User Experience Management
Certifications Needed:
•NA
About Mphasis
Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.
