Company: Mphasis
Experience: 0–1 Years
Location: Pune, Maharashtra
Job Type: Full-Time

About Mphasis

Mphasis is a global IT solutions and services company that helps organizations modernize their businesses through technology. The company works across areas such as cloud, digital transformation, cognitive technologies and enterprise solutions.

Mphasis focuses on combining technology expertise with industry knowledge to help clients improve their operations, customer experiences and digital capabilities.

About the Role

Mphasis is looking for a Tech Support Associate – Service Desk to provide first-level technical assistance to users and help resolve day-to-day IT-related issues.

In this role, you will interact directly with users, understand their technical concerns, troubleshoot problems and ensure incidents or service requests are properly tracked through the relevant IT service management systems.

The position is suitable for candidates who have strong communication skills, a customer-focused approach and an interest in IT support and troubleshooting.

Key Responsibilities

• Provide first-level technical support to users through appropriate support channels.
• Understand user concerns and troubleshoot common hardware, software and IT-related issues.
• Handle incidents and service requests while following defined support procedures.
• Take ownership of assigned user issues and work toward resolution within the applicable process guidelines.
• Maintain a professional, courteous and customer-focused approach while interacting with users.
• Record service tickets accurately in the organization’s IT Service Management system.
• Ensure tickets contain complete and relevant information for effective tracking and resolution.
• Monitor assigned tickets and follow up on issues until they are appropriately resolved or escalated.
• Follow established Mphasis and client-specific processes, policies and service standards.
• Support activities covered within the assigned service desk scope.
• Prepare and maintain daily, weekly and monthly operational reports as required.
• Identify recurring issues and contribute information for knowledge-base improvements.
• Submit requests for updating knowledge-base articles when new issues or solutions are identified.
• Maintain positive relationships with users and contribute to overall customer satisfaction.
• Escalate complex or unresolved technical issues to the appropriate support teams.

𝗙𝗥𝗘𝗘 𝗚𝗼𝗼𝗴𝗹𝗲 𝗔𝗜 𝗟𝗲𝗮𝗿𝗻𝗶𝗻𝗴 𝗢𝗽𝗽𝗼𝗿𝘁𝘂𝗻𝗶𝘁𝘆

Required Skills

• Strong verbal and written communication skills.
• Basic understanding of IT support and troubleshooting.
• Good problem-solving and analytical abilities.
• Ability to understand user problems and provide appropriate technical assistance.
• Familiarity with ticketing or IT Service Management systems is beneficial.
• Ability to work professionally with users and internal teams.
• Good documentation and ticket-management skills.
• Ability to follow defined processes and service standards.
• Strong attention to detail.
• Willingness to learn new technologies and support procedures.

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Preferred Qualifications

• Bachelor’s degree or equivalent qualification in Computer Science, Information Technology or a related discipline.
• Candidates with 0–2 years of experience in technical support, service desk, help desk or IT support can apply.
• Freshers with relevant technical knowledge and strong communication skills may also be considered.
• Basic understanding of IT infrastructure, applications and common technical issues will be an advantage.

What You Will Do in This Role

As a Service Desk Associate, your primary responsibility will be to act as the first point of contact for users experiencing IT-related issues.

You will diagnose basic problems, provide appropriate solutions, create and manage support tickets, communicate with users throughout the resolution process and escalate issues when required.

The role also involves maintaining accurate records, preparing operational reports and contributing to knowledge-base improvements so that recurring issues can be resolved more efficiently.

Ideal Candidate

This opportunity is suitable for someone who:

• Enjoys solving technical problems.
• Has good communication and interpersonal skills.
• Can communicate technical information clearly to users.
• Is comfortable working in a structured support environment.
• Can manage multiple support requests and prioritize tasks.
• Takes ownership of assigned issues.
• Is interested in building a career in IT support and service management.

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