Mphasis Recruitment 2018 | Service Desk | Any degree | Pune

Job description

Roles and Responsibilities:-

• 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.

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

• Performing Level 1 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.

• Doing remote desktop troubleshooting.

• Escalating complex incidents / requests to upstream technical groups.

• Operating the computer, OS and Knowledge base navigation.

Skills

• Should have good communication skill and basic technical knowledge.

• Should be ready to work in 24/7 work environment.

• Active listening and should have remote desktop skills.

• Good probing skills & Analytical skills would be an added advantage.

• Should have maximum 1 year of experience in Service Desk/International voice.

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Source:https://mphasis.ripplehire.com/ripplehire/candidate?token=uokZ2eUUsIfMemSGCBn5&source=CAREERSITE#detail/job/58001