Job Description

Ready to build the future with AI?
At Genpact, we don't just keep up with technology--we set the pace. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges.
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what's possible, this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Inviting applications for the role of Consultant- Service Desk
In this role, you would be providing Level 1 support in Technical/Service desk support.
Responsibilities

• Level 1 support services with experience in Technical/Service desk support
• Incident Management - Including registration, routing, tracking and closure of Incidents into the Ticketing System.
• Perform troubleshooting activities on operating systems and applications including, by way of examples but not limited to:

o MS Operating Systems
o Productivity Suites - MS Office (earlier as well as later versions)
o All commonly available "Off the Shelf" applications.
o Handle tickets related to IE, Network, VPN and related issues.
o Basic troubleshooting of PCs, printers, scanners and fax machines.
o Troubleshoot incidents on mobile devices like Android and iPhone.
o Comprehend the issue, search in Knowledge Management tool and communicate/narrate effectively.
o Windows Live meetings

• Facilitate Service Requests such as IMACs and dispatch to appropriate resolver group within the organization or a third-party vendor pursuant to the Standard Operating Procedures for resolution.
• Prepare daily reports; enter tickets and/or update the Service Desk ticket tracking management software.
• Interact with all the appropriate departments within IT in order to identify problems and/or restore the service.
• Document and maintain IT Service Desk related Standard Operating Procedures.
• Maintain the appropriate service level agreement (SLA) on all tickets.
• Accurately classify and document incidents and service requests.
• Monitor and address tickets coming through self-service portal.
• Establish and maintain excellent rapport with external customers.
• Provide end-to-end user support by following up with end user to confirm the ticket resolution/closure.

Qualifications we seek in you!
Minimum Qualifications

• College diploma or university degree in the field of computer science.
• Previous Service Desk experience in PC software and hardware support in a corporate environment.
• Familiar with ITIL framework.
• Beginning to intermediate knowledge of administration and troubleshooting of Microsoft Operating Systems viz. Windows 7, Windows 8 and Windows 10.
• Beginning to intermediate knowledge of installation and troubleshooting of the following software suites: Adobe, Microsoft Office and other productivity suites.
• Expertise in Active Directory administration, including creation of domain/exchange accounts.
• Excellent troubleshooting skills.
• Good interpersonal skills and attention to customer service.
• Ability to work effectively in a fast-paced environment.
• Ability to communicate effectively.
• Ability to effectively prioritize incidents and service requests.
• Ability to work in flexible hours based on business demands - and on-call support in off business hours and on weekends, as necessary.
• Good written and presentation / verbal communication skills

Preferred Qualifications/ Skills

• Good analytical and problem-solving ability, interpersonal efficiency, and positive attitude
• Experience managing a span of 15 to 20 Agents in a Service Desk Environment
• Experience with tools like Remedy / Service Now a plus
• Quality Certification a Plus
• People metrics and management
• Stakeholder management is key requirement, understanding the scope to work towards improvements
• Managing Reporting
• Understanding of Metrics/KPI's and SLA's
• Excellent interpersonal and communication skills

Why join Genpact?

• Lead AI-first transformation - Build and scale AI solutions that redefine industries
• Make an impact - Drive change for global enterprises and solve business challenges that matter
• Accelerate your career--Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills
• Grow with the best - Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace
• Committed to ethical AI - Work in an environment where governance, transparency, and security are at the core of everything we build
• Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let's build tomorrow together.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

Skills Required