Job Description

:Job Summary -\xef\x82\xb7 Handle initial contact from users through supported channels within agreed timelines as specified in the SLA\xef\x82\xb7 Refer to clients knowledge repository for solution and processes to be followed. In the event a knowledgebase article is not available for a specific issue or problem, service desk resources will use best efforts based on available individual or collective troubleshooting to resolve the issue at hand.\xef\x82\xb7 Perform tasks required to resolve the user IT Issues, including 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 Users computer.\xef\x82\xb7 SME for the COTS applications like Microsoft suite of applications, Adobe applications, Windows tools, etc.\xef\x82\xb7 Inclination to grasp the custom application detail and be able to help the users with their day-to-day operations\xef\x82\xb7 Should be the escalation point for the junior resources\xef\x82\xb7 Create a Service Ticket in ITSM system with accurate ticket classification and documentation of steps performed to resolve/dispatch the user issues as per the documentation standards outlined in the ITSM knowledge base.\xef\x82\xb7 Support Users in a professional and courteous manner\xef\x82\xb7 Ensure adherence to processes and policies\xef\x82\xb7 Submit knowledgebase article update request on a regular basis for new and existing issues and resolutionsYears of experience needed - 2 to 5 yearsTechnical Skills:\xef\x82\xb7 Telecommunication etiquette to deal with end-user with good empathy and understanding\xef\x82\xb7 Basic Windows & Microsoft Office troubleshooting\xef\x82\xb7 Basic understanding of application access provisioning and troubleshooting\xef\x82\xb7 Knowledge of ITSM tool like ServieNow\xef\x82\xb7 Understanding of basic ITIL process\xef\x82\xb7 Service Desk - Windows 10/Modern Workplace\xef\x82\xb7 Service Desk - MS Office 365 Suite\xef\x82\xb7 Service Desk - End User Experience ManagementCertifications Needed:\xef\x82\xb7 NAAbout MphasisMphasis 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.Skills:PRIMARY COMPETENCY : Service Desk PRIMARY SKILL : Windows 10/Modern Workplace PRIMARY SKILL PERCENTAGE : 51 SECONDARY COMPETENCY : Service Desk SECONDARY SKILL : MS Office 365 Suite SECONDARY SKILL PERCENTAGE : 25 TERTIARY COMPETENCY : Service Desk TERTIARY SKILL : End User Experience Management TERTIARY SKILL PERCENTAGE : 24About 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