Job Title: Technical Support / Helpdesk Designation: Service Desk Supervisor

Location: Mangalore_Block C

Job Summary:

The Service Desk Supervisor is responsible for overseeing the technical support and helpdesk operations, ensuring that all technical issues are resolved efficiently and effectively. The ideal candidate will possess solid technical troubleshooting skills and a deep understanding of IT systems and processes. This role requires a proactive approach to problem-solving and a commitment to delivering exceptional customer service.

Responsibilities:
- Lead and manage the service desk team, providing guidance and support to ensure high-quality technical assistance.
- Monitor and analyze support tickets to identify trends and areas for improvement in service delivery.
- Develop and implement processes and procedures to enhance the efficiency of the helpdesk operations.
- Provide advanced technical troubleshooting for complex issues escalated from the support team.
- Collaborate with IT teams to resolve system outages and ensure minimal disruption to services.




- Maintain documentation of technical issues and resolutions to build a knowledge base for future reference.
- Conduct training sessions for team members to improve technical skills and customer service capabilities.
- Ensure compliance with service level agreements (SLAs) and maintain high customer satisfaction levels.
- Act as a point of contact for escalated customer issues, providing timely updates and resolutions.

Mandatory Skills:
- Strong technical troubleshooting skills with a proven ability to diagnose and resolve hardware and software issues.
- In-depth knowledge of operating systems, networking, and common software applications.
- Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical users.
- Experience with ticketing systems and remote support tools.
- Ability to work under pressure and manage multiple priorities effect

📌 Splz Associate Infra Engg (Mangalore)
🏢 Mphasis
📍 Mangalore