Job Description
Job Summary – Leading IT Service Desk or End User Support team. Should have domain expertise in End User Support Services, and skilled in technical troubleshooting and delivery operations management.
Years of experience needed – 5 to 8 years of relevant work experience.
Technical Skills
ITSM tool, Contact Center Platform handling,
Windows Operating Systems, Desktop, Laptop, MDM,
Office 365, Identity and Access Management, Printer, COTS Applications,
Exchange Server, VPN, VOIP, other end devices and SharePoint
Management Skills
Complex troubleshooting involving desktop/image build, custom and COTS applications, printers, VPN, MDM, Office 365, Identity and Access Management
Remote desktop troubleshooting
Escalate complex incidents / requests to resolver groups
Analysis of available metrics and reports and reviews on Key Performance Indicators
Root cause analysis of escalations and SLA misses
Identify ways to improve efficiency of existing process
Monitor ticket ageing reports and drive team members to work on ageing tickets
Proactive updates to knowledgebase
Identify troubleshooting steps that can be automated and provide inputs for automation
Identify incident resolution workflows that can be automated based on steps provided in knowledge articles
Identify training needs based on inputs from sources like quality monitoring feedback, CCMS and process updates
Conduct new hire technical and account specific training based on the requirements
Find out controllable resolution errors that could have been resolved at L1
Recommend suggestions to improve user self-submit interface
Represent Mphasis delivery on internal and external review meetings
Review and ensure compliance to standards like PCI, ISO, ISMS, BCMS by facilitating audits by internal and external teams
In-person feedback to reporting agents on daily basis regarding ticket hygiene and operational/procedural hygiene
Root cause analysis, tracking and reporting of escalation and SLA misses
Attend change meetings and analyze potential impact to Service Desk operations
Participate in calibration and collaboration meetings with support function leads
Conduct new hire technical and account specific training based on the requirements
Create, maintain and update account training plan
Provide hands-on assistance to team members in case of issues, both through direct intervention and mentoring
Monitor ticket ageing reports and drive team members to work on ageing tickets
FCR analysis – find out controllable resolution errors that could have been resolved at L1
Certifications Needed
ITIL v4 Foundation certified preferred
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.
Desired Skills and Experience
PRIMARY COMPETENCY : Service Desk PRIMARY SKILL : Leadership PRIMARY SKILL PERCENTAGE : 60 SECONDARY COMPETENCY : Service Desk SECONDARY SKILL : Incident Lifecycle Coordination SECONDARY SKILL PERCENTAGE : 40