Analyst - Service Desk 5B

Analyst - Service Desk

Ready to turn bold ideas into real-world impact?

At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or 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 agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.

Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

• Level 1 support
• Strong customer service orientation
• Demonstrated ability to handle multiple tasks with little to no forewarning
• Demonstrated ability to react quickly, lead and perform exceptionally during critical/catastrophic events
• Comprehend the issue, search on Knowledge Management Tool and communicate/narrate effectively
• Document & add new issues/solutions to Knowledge Management Repository
• Use of soft skills - Listen, Empathy, Courtesy etc.
• Utilize professional techniques to retain & delight customers.
• Provide quality service & resolve concerns efficiently & professionally
• Above all, take full ownership of the Incident from Creation to Closure
• Provide technical assistance and support for incoming queries and issues;
• Troubleshoot software and hardware problems;
• Install and configure software and hardware;
• Perform system upgrades;
• Monitor and maintain computer systems and networks;
• Ensure security and privacy of systems and networks;
• Offer timely technical support and teach users how to utilize systems effectively.

· Handle the issues/request reported through various ticketing tool within agreed SLA’s

· Should handle Voice and Non-Voice tickets simultaneously.

· Responsible for executive leadership and Board members IT support.

· Advanced understanding of technology hardware, including desktop computers, laptops, tablets, printers, projectors, and scanners.

· Troubleshoots and resolves minor wireless, network, switch, or printer issues; escalates major issues (wireless, network, etc.) to information technology (IT) infrastructure technical teams

· Working knowledge of PC/LAN application software including Office 365 and Internet browsers (Internet Explorer, Chrome, Safari)

· Set up and configure computer systems.

· Troubleshooting issues related to MDM, OS, Standard Office Suite, and Browsers.

· Second level support to Desktops, Laptops, Thin Clients, Printers, Scanners and Multi-Function Devices.

· Trouble shooting issues related to business specific applications.

· User provisioning of various business applications(ERP)

· Support New Transitions, Ramp Up’s/Down’s, Business migrations/Site Consolidations Projects.

· Support Infra Projects (Refresh/Upgradations/Migrations/New Technology Rollout)

· Knowledge Management - Ensure the Knowledge Articles are used on all issues.

· Provide Hands and Feet support to other IT Teams for any scheduled activities.

· Install and configure computer hardware, operating systems, and applications.

Qualifications

Bachelors - Computer Engineering, Bachelors - Database Management, Bachelors - Information Systems, Bachelors - Information Technology, Bachelors - Network Engineering

Certifications

Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources, ServiceNow Certified Application Developer - ServiceNowServiceNow, STI Certified Call Center Professional (CCCP) - CornerstoneCornerstone

Required Skills

Agile Methodology, BIZ dedicated, Business Continuity Planning (BCP), Collaboration Tools, Design Thinking, Engineering Services, Field Support, Inclusion, IT Service Desk, Mac OS Support, Personal Effectiveness, Workplace Services

Language

English

Language Proficiency -

Proficient - C2

Additional Job Location -

Job Type

Regular

Master Skill List -

Service Desk

Remote Type -

Hybrid

Work Shift -

Rotating (India)

Why join Genpact?

• Lead AI-powered transformation - Drive innovation and solve real-world business challenges that matter
• Make an impact - Help global enterprises solve business challenges that matter
• Accelerate your career - Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• Work with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• 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.