Job Description

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Consultant - Service Desk
In this role you will be responsible to evaluate and improve the functionality of our end-user IT systems and applications. We require you to have solid IT system analysis knowledge and expertise to succeed as a service desk analyst at our company.
Responsibilities
o Provide first-level technical support to end-users via phone, email, Chat or in-person
o Log all incidents and service requests in the service desk ticketing system and ensure timely updates & closure of tickets.
o Evaluate and prioritize incidents based on impact and urgency, and take necessary actions to meet established service level agreements (SLAs)
o Assisting users in understanding and effectively using IT services.
o Troubleshoot/resolve issues referring to the knowledge articles & dispatch unresolved issues to L2/L3 teams.
o Service Desk resource should possess strong expertise on below break fix issues.

• Mobile Device Management
• Internet browsers (Internet Explorer, Chrome, Safari)
• Wireless, Network, Printer, Desktop & Laptop
• Operating System (Windows latest versions)
• Standard Office Suite

o Administer user accounts and access privileges in the organization's identity management system.
o Create and maintain documentation related to service desk procedures, troubleshooting guides and end-user training manuals.
o Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
Qualifications we seek in you!
Minimum Qualifications / Skills

• Graduate (Preferably in Computer Science, Information Systems, or related field)
• Basic understanding of IT infrastructure and technologies
• Problem solving & troubleshooting abilities.

Preferred Qualifications/ Skills

• Excellent communications skills (verbal and written)
• Knowledge on ITIL Framework and Terminologies
• Should have Global support experience.
• Good understanding on MAC OS

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. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.
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.