Service Desk Supervisor - Technical Support and Helpdesk

Splz Associate Infra Engg

Job Title: Technical Support / Helpdesk Designation: Service Desk Supervisor

Location: Mangalore_Block C

Job Summary:

The Service Desk Supervisor is responsible for overseeing the technical support and helpdesk operations, ensuring that all technical issues are resolved efficiently and effectively. The ideal candidate will possess strong technical troubleshooting skills and a deep understanding of IT systems and processes. This role requires a proactive approach to problem-solving and a commitment to delivering exceptional customer service.

Responsibilities:

• Lead and manage the service desk team, providing guidance and support to ensure high-quality technical assistance.
• Monitor and analyze support tickets to identify trends and areas for improvement in service delivery.
• Develop and implement processes and procedures to enhance the efficiency of the helpdesk operations.
• Provide advanced technical troubleshooting for complex issues escalated from the support team.
• Collaborate with IT teams to resolve system outages and ensure minimal disruption to services.
• Maintain documentation of technical issues and resolutions to build a knowledge base for future reference.
• Conduct training sessions for team members to improve technical skills and customer service capabilities.
• Ensure compliance with service level agreements (SLAs) and maintain high customer satisfaction levels.
• Act as a point of contact for escalated customer issues, providing timely updates and resolutions.

Mandatory Skills:

• Strong technical troubleshooting skills with a proven ability to diagnose and resolve hardware and software issues.
• In-depth knowledge of operating systems, networking, and common software applications.
• Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical users.
• Experience with ticketing systems and remote support tools.
• Ability to work under pressure and manage multiple priorities effectively.

Preferred Skills:

• Familiarity with ITIL framework and best practices in service management.
• Experience in a supervisory or leadership role within a technical support environment.
• Knowledge of cloud services and virtualization technologies.
• Certifications in relevant technical areas (e.g., CompTIA A+, Microsoft Certified Professional).

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Relevant certifications in technical support or IT service management are a plus.
• Strong analytical and problem-solving skills.
• Demonstrated ability to lead and motivate a team.

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.

Equal Opportunity Employer:

Mphasis is an equal opportunity/affirmative action employer. We provide equal employment opportunities to applicants and existing associates and evaluate qualified candidates without regard to race, gender, national origin, ancestry, age, color, religious creed, marital status, genetic information, sexual orientation, gender identity, gender expression, sex (including pregnancy, breast feeding and related medical conditions), mental or physical disability, medical conditions military and veteran status or any other status or condition protected by applicable federal, state, or local laws, governmental regulations and executive orders. View the EEO in the law poster here, view the EEO in the law supplement here. To view the pay transparency nondiscrimination provision please click here and to view the E-Verify posting click here.
Mphasis is committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of disability to search and apply for a career opportunity, please send an email to accomodationrequest@mphasis.com and let us know your contact information and the nature of your request.