Analyst - Service Desk
Genpact is an agentic and advanced technology solutions company (NYSE: G) that leverages process intelligence and artificial intelligence to deliver measurable outcomes.
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
Qualifications
Bachelors - Computer Engineering, Bachelors - Database Management, Bachelors - Information Systems, Bachelors - Information Technology, Bachelors - Network Engineering
Certifications
Professional Customer Service - SMG/KRC Poland Human Resources, ServiceNow Certified Application Developer - ServiceNow, STI Certified Call Center Professional (CCCP) - Cornerstone
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 - Proficiency: Proficient - C2
Job Type
Regular
Master Skill List
Service Desk
Remote Type
Office
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
