Job Description for EUSS SD L2/L3

Role: Helpdesk Agent

Location: - Pune

Job Summary –

To 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. Self-starter with an ability to work in a team environment. 5 days working and any 2 consecutive/Split weekly offs. Willingness to work in night / Rotational shifts. Must be able to handle the stress and pressure of SLAs. Resources should have good experience in ServiceDesk End user management.

Years of experience needed –

3+ years of Service Desk experience

Technical Skills:

 Hands on Knowledge of Office 2010/2013/Office365 to advance level.

 Hands on Knowledge of ServiceNow ticketing tool.

 Proven work experience as a Technical Support Engineer, Troubleshooting, Desktop Support Engineer, IT Help Desk Technician, or similar role

 Ability to diagnose and troubleshoot basic & Advanced technical issues with help of Knowledge Base articles

 Excellent problem-solving and communication skills

 Ability to provide step-by-step technical help, both written and verbal

 Update users about request status and close request when users are satisfied with solutions

 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.

 Remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groups as defined.

 Excellent Communication skills (Written & Verbal)

 Good Analytical, logical, and reasoning skills

 Computer Fundamentals

 Good keyboard skills – needs to be able to toggle between many screens with speed and needs to be able to type with speed and accuracy.

 ITIL Framework

 Skills to deal with difficult and demanding customers

Certifications Needed:

 No certifications needed

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.
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‎ 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 , view the EEO in the law supplement . To view the pay transparency nondiscrimination provision please click and to view the E-Verify posting click .

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.