Mphasis

SR TECH. SUPPORT ENGINEER – SD

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Job Description

Job Summary –

 Handle initial contact from users through supported channels within agreed timelines as specified in the SLA

 Refer to 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, service desk resources will use best efforts based on available individual or collective troubleshooting to resolve the issue at hand.

 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 User’s computer.

 SME for the COTS applications like Microsoft suite of applications, Adobe applications, Windows tools, etc.

 Inclination to grasp the custom application detail and be able to help the users with their day-to-day operations

 Should be the escalation point for the junior resources

 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.

 Support Users in a professional and courteous manner

 Ensure adherence to processes and policies

 Submit knowledgebase article update request on a regular basis for new and existing issues and resolutions

Years of experience needed –  2 to 5 years

Technical Skills:

 Telecommunication etiquette to deal with end-user with good empathy and understanding

 Basic Windows & Microsoft Office troubleshooting

 Basic understanding of application access provisioning and troubleshooting

 Knowledge of ITSM tool like ServieNow

 Understanding of basic ITIL process

 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.

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 : 24

Mahesh Wabale
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