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.
Level 1 troubleshooting mainly related to desktop/OS, Exchange related, End devices, VPN, VOIP and share point as per guidelines in the knowledgebase.
Years of experience needed – Minimum 6 to 12 months
Communication in neutral or American accent over phone and grammar skills
Prompt response to telephone calls, email, and instant message requests for technical support
Operating the computer, OS and Knowledge base navigation
Account Management / Password reset
Level 1 and 1.5 technical troubleshooting
Experience and or understanding of Virtual Desktop Infrastructure support (Citrix Xen Desktop, Xen App, Receiver)
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
Supporting issues with Printer installations,



HP Print and Scan via USB
MCSE, CCA, ITIL foundation is an added advantage (not mandatory).

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 robust relationships with marquee clients.

📌 IT Engineer -Desktop Support (Bengaluru)
🏢 Mphasis
📍 Bengaluru