Mphasis is Hiring For Service Desk - Capability & Projects

Role:

Location:

Who are we looking for?

Service Desk operations and practices

• Service Operations
• Transition & Service Management
• Data Analytics
• Client Consulting

client-facing role

Key Responsibilities:

• Support Service Desk delivery teams by deploying standard operational frameworks
• Develop and revise service desk standards; measure compliance
• Participate in new deal pursuits (RFIs/RFPs) with sales/pre-sales teams
• Draft proposals including effort estimation, delivery platform, transformation charter, and transition plan
• Identify vendors for end-user support solutions
• Facilitate benchmarking exercises and study industry best practices
• Build annual themes to strengthen domain expertise
• Provide action plans for problems, SIPs, transformation journeys, and client consulting
• Prepare presentations and SOPs for clients, sales, and delivery teams
• Maintain and enhance Service Desk offering library
• Execute or coordinate automation for end-user support
• Build ITSM workflows to reduce manual effort
• Enable virtual assistants (voice/chat bots) and design self-service portals
• Create request catalogues and orchestration for auto-fulfillment
• Participate in analyst briefings to showcase service desk capability
• Design ITSM processes for operational efficiency and propose solutions for gaps

Experience:

• 5+ years

  in Service Desk operations

• 2+ years

  in Service Desk practice

Skills & Competencies:

• Analytical skills

• Effective Business Communication

• SLA Management
• MS Office (Advanced)
• Decision-making skills
• Solution design & financial planning
• Business relationship management
• Responding to RFPs

Technical Skills:

• Ticketing Tools Advanced
• MS Office Advanced
• Avaya CMS Operations Intermediate
• Networking concepts Intermediate
• DMAIC Advanced
• Call Center Infrastructure Advanced
• KB Script Development Advanced
• Process Mapping/Engineering Advanced

Leadership & Behavioral Skills:

• Effective Communication – Advanced
• Decision Making – Advanced
• Positive attitude to change – Intermediate
• Team Player – Intermediate
• Solution-based approach – Intermediate

Domain & Process Skills:

• Service Desk Infrastructure Support – Advanced
• ITIL Expert – Advanced
• Information Security & Compliance – Advanced
• Quality Management Systems – Advanced
• PMP – Advanced

Qualification:

• Graduate (Any discipline)

• ITIL Certification preferred

Primary Competency:

If interested, kindly share your resume to bhavya.periyadan@mphasis.com OR apply to this post.