job description

- Service Desk

Job Summary -

We are searching for a Mid-Level precise efficient service desk analyst to support our client. Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines. Update users about request status and close request when users are satisfied with solutions. Level 1/1.5 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.

Years of experience needed -

2-4 years

Technical Skills:

Effective Business Communication

Strong time management

Communication in neutral or American accent over phone and grammar skills

Analytical skills

Ability to follow process and procedures. Escalate unknown issues or questions without delay

Prompt response to telephone calls, email, and instant message requests for technical support

Operating the computer, OS and Knowledge base navigation

Use of Ticketing tool

Account Management / Password reset

Active listening and probing skills

Level 1 and 1.5 technical troubleshooting

Experience and or understanding of Virtual Desktop Infrastructure support (Citrix Xen Desktop, Xen App, Receiver)

Knowledge of remote support tools; i.e., Bomgar, Remote Desktop, Citrix, Desktop Director

Proficient in MS Office 2013, 2016 and must have knowledge of O365

Must have worked on Windows 7 and Windows 10 support for laptops and desktops

Documents, tracks, and monitors new and open Incidents until resolution or proper escalation

Knowledge of Wyse thin and zero client support, set up and connectivity

Supporting issues with Printer installations, HP Print and Scan via USB

Cisco VPN client support

Certifications Needed:

ITIL Certified

Service Desk related certifications

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 client.

Education