Technical Support Specialist
5 days ago
We are seeking a skilled Technical Support Specialist to join our team. As a Service Desk Analyst, you will be responsible for providing high-quality technical support to our clients. Your primary focus will be on Level 1 and 1.5 technical troubleshooting related to desktop/OS, custom and COTS applications, Exchange, end devices, VPN, VOIP, and SharePoint.
Key Responsibilities:
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
Escalate complex incidents / requests to upstream technical groups
Required Skills and Qualifications:
Effective business communication
Strong time management
Communication in neutral or American accent over phone and grammar skills
Analytical skills
Ability to follow process and procedures
Prompt response to telephone calls, email, and instant message requests for technical support
Operating the computer, OS and knowledge base navigation
Use of Ticketing tool
Account Management / Password reset
Active listening and probing skills
Level 1 and 1.5 technical troubleshooting
Experience and or understanding of Virtual Desktop Infrastructure support (Citrix Xen Desktop, Xen App, Receiver)
Knowledge of remote support tools; i.e., Bomgar, Remote Desktop, Citrix, Desktop Director
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
Documents, tracks, and monitors new and open Incidents until resolution or proper escalation
Knowledge of Wyse thin and zero client support, set up and connectivity
Supporting issues with Printer installations, HP Print and Scan via USB
Cisco VPN client support
Certifications Needed:
ITIL Certified
Service Desk related certifications
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.
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