Job Description

Job Summary –

• Lead and manage the Service Desk agents who are responsible for handling initial contact from users through supported channels within agreed timelines as specified in the SLA
• Provide necessary support as a SME to the agents on the floor as appropriate
• Review and manage 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, use best efforts based on available individual or collective troubleshooting to resolve the issue at hand.
• Help agents perform tasks required to resolve the user IT Issues, including but not limited to 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.
• Manage the shift and shift roster for the location assigned ensuring 24x7 coverage without impacting any of the end-user services




• Guide the team to follow the best practices and help define process/procedure wherever required
• Set goals for the agents as part of the yearly review process
• Work with senior management team ensuring smooth operations
• Liaise with internal supporting functions like admin, travel, transport, training, HR, etc. as required

Technical Skills

Years of experience needed – 5 to 8 years

• Well versed with shift management, assigning tasks and managing the SLAs with the available set of resources
• People’s person with valuable communication capability to keep the team motivated.
• Proficient with presentation and excel tools
• Represent the technical team wherever required in the client discussion
• Telecommunication etiquette to deal with end-user with good empathy and understanding
• Client specific process and technical understanding to enhance user experience
• SME or good knowledge on Windows & Microsoft Office troubleshooting
• Thorough

📌 Sr Tech. Support Engineer (Bengaluru)
🏢 Mphasis
📍 Bengaluru