Service Desk Specialist

3 days ago

Gandhinagar, Gujarat, India beBeeTroubleshooting Full time ₹ 40,96,000 - ₹ 81,92,000

**Job Title: Service Desk Specialist**

We are seeking a skilled Service Desk Specialist to provide technical support to our customers. This role is ideal for individuals who possess excellent communication skills and a passion for troubleshooting IT issues.

This position involves providing first-line technical support to end-users in a courteous and professional manner, logging user service tickets, troubleshooting and resolving IT-related incidents and service requests, managing customer inquiries, performing scheduled reporting, submitting knowledge base article updates, and owning and driving user issues to resolution.

Key Responsibilities:
  • Technical Support: Provide timely and effective technical assistance to customers via phone, email, or other communication channels.
  • Ticket Management: Log all user service tickets in ITSM systems with complete and accurate information.
  • Incident Resolution: Troubleshoot and resolve IT-related incidents and service requests efficiently.
  • Customer Engagement: Manage customer inquiries and ensure timely resolution of their concerns.
  • Reporting and Analytics: Perform scheduled reporting (daily/weekly/monthly) and submit knowledge base article updates for new and existing issues.
  • User Issue Ownership: Own and drive user issues to resolution, ensuring seamless customer experience.
Required Skills and Qualifications:
  • Communication Skills:** Excellent verbal and written communication skills to interact professionally with users across all levels.
  • Problem-Solving Abilities:** Strong problem-solving and analytical abilities to troubleshoot complex IT issues.
  • Task Management:** Ability to manage multiple tasks and prioritize effectively to meet deadlines.
  • Customer Focus:** Customer-focused mindset with a commitment to service excellence.
  • IT Knowledge:** Familiarity with ITSM tools and ticketing systems (preferred but not mandatory).

Mphasis is a global technology company that applies next-generation technology to help enterprises transform businesses globally.

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