About the Mphasis
Mphasis is an information technology services and consulting firm headquartered in Bengaluru, India. It was founded in 1998 through the merger of Mphasis Corporation and BFL Software, and over the years it has grown into a global company serving clients across industries like banking, insurance, healthcare, and retail.
The company focuses on providing cloud computing, digital transformation, application development, and business process outsourcing services. A major part of its strategy revolves around helping businesses modernize their systems using technologies such as artificial intelligence, automation, and data analytics. Its “Front2Back” transformation approach aims to improve both customer-facing applications and backend operations simultaneously.
Mphasis has a strong presence in the banking and financial services sector, which contributes a large share of its revenue. It works with international clients, especially in North America and Europe, delivering solutions that enhance efficiency, security, and customer experience.
In terms of ownership, Mphasis is backed by Blackstone Inc., which acquired a controlling stake in 2016. This investment helped accelerate the company’s growth and expand its capabilities in next-generation technologies.
Job Role Description Table
|
Role |
Technical Support Role |
|
Company |
Mphasis |
|
Education |
Any Graduate & any Post-Graduate |
|
Date |
21-Apr-26 |
|
Address |
4th Floor, Bagmane World Technology Center, WTC4, KR Puram, Marathahalli Outer Ring Road, Mahadevapura, Bangalore 560048. |
|
Years of experience |
0 – 12 Months |
|
Location |
Bangalore |
|
Interview Mode |
Walkin Drive |
Roles and Responsibilities
Core Skills & Competencies
- Strong business communication skills with the ability to interact professionally across different channels
- Effective time management and prioritization abilities in a fast-paced environment
- Clear spoken communication with a neutral or American accent, along with strong grammar proficiency
- Good analytical thinking to identify issues and determine appropriate solutions
- Ability to follow defined processes and escalate unfamiliar issues promptly
Customer Support & Interaction
- Quick and professional response to support requests via phone, email, and instant messaging
- Strong active listening and questioning skills to understand user concerns accurately
- Commitment to delivering high-quality technical support and customer satisfaction
Technical Skills & Tools
- Proficient in computer operations, operating systems, and navigating knowledge bases
- Hands-on experience with ticketing systems for incident tracking and resolution
- Knowledge of account management tasks, including password resets
- Experience in Level 1 and basic Level 1.5 troubleshooting
Systems & Technologies
- Familiarity with Virtual Desktop Infrastructure (VDI), including Citrix environments (XenDesktop, XenApp, Receiver)
- Experience using remote support tools such as Bomgar, Remote Desktop, and Citrix tools
- Proficiency in Microsoft Office (2013, 2016) and working knowledge of Microsoft 365
- Experience supporting Windows 7 and Windows 10 on desktops and laptops
Incident & Infrastructure Support
- Ability to document, track, and manage incidents through to resolution or escalation
- Knowledge of Wyse thin and zero clients, including setup and connectivity troubleshooting
- Experience with printer setup and troubleshooting, including HP Print and Scan via USB
- Basic support for Cisco VPN client connectivity issues
Frequently asked interview questions for a technical support (L1 / service desk) role
1. How do you handle a user reporting a system issue?
Answer:
I begin by listening carefully to understand the problem fully, then ask relevant questions to gather details such as error messages, recent changes, or system behavior. After that, I follow a structured troubleshooting approach—starting with basic checks and moving to more advanced steps if needed. I keep the user informed throughout the process and document everything in the ticket.
2. What would you do if you are unable to resolve an issue?
Answer:
If I cannot resolve the issue within my scope, I ensure I collect all necessary information—logs, screenshots, and steps already attempted—before escalating it to the appropriate team. I follow the defined escalation process and make sure the ticket is updated clearly so the next level can act quickly. I also keep the user informed about the status.
3. How do you prioritize multiple support requests?
Answer:
I prioritize tickets based on impact and urgency. For example, issues affecting multiple users or critical business functions are handled first. I also consider SLAs and deadlines. Proper time management and regular monitoring of the queue help me ensure that all tickets are addressed within the expected timeframe.
4. How do you assist a non-technical user over a call?
Answer:
I use simple, clear language and avoid technical jargon. I guide the user step by step and confirm their understanding at each stage. Patience is important, especially if the user is unfamiliar with technology. My goal is to make them comfortable while resolving the issue efficiently.
5. What experience do you have with remote support tools or systems?
Answer:
I have experience using remote access tools to troubleshoot user systems, which helps resolve issues quickly without needing physical access. I am familiar with navigating operating systems, performing basic troubleshooting, and supporting applications like email, office tools, and virtual desktop environments. I also ensure user data privacy and follow security protocols while using these tools.
Disclaimer
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