Mphasis is hiring for Software Engineer

www.djobbuzz.com 05 Jul 2024

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Job Location

Education

Branch

Support Users in a professional and courteous manner
Ensure adherence to processes and policies
Submit knowledgebase article update request on a regular basis for new and existing issues and resolutions
Years of experience needed – 0 to 2 years

Handle initial contact from users through supported channels within agreed timelines as specified in the SLA
Refer to 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, service desk resources will use best efforts based on available individual or collective troubleshooting to resolve the issue at hand.
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.
Create a Service Ticket in ITSM system with accurate ticket classification and documentation of steps performed to resolve/dispatch the user issues as per the documentation standards outlined in the ITSM knowledge base.