Technical Associate

2 days ago

Hyderabad, India Genpact Full time

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 Technical Associate - IT Support Center Responsibilities• Act as an escalation point for unresolved or escalated calls • Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles• Periodic reporting to senior management and represent Service Desk during reviews/meetings.• Ensure staff take ownership of user problems and be proactive when dealing with user issues. • Allocate more complex calls to the relevant IT Support members. • Arrange for external technical support where problems cannot be resolved in house. • Ensuring knowledge management systems and documentation are kept up to date • Contribute to and comply with the Quality System and the IT Operations Manual. • Track and report statistics to management on a periodic basis, or as requested. • Identify and own Users’ training requirements.• Analyze Incident trends, and recommend and implement actions, with approval, to reduce Incidents. • Increase the Availability of self-service capability, such as through providing self-service articles and help documentation for common issues across Service Desks.  Qualifications we seek in youMinimum Qualifications / Skills• Must have a technology and service desk background • Graduate in any stream• ITIL certification• Multitasking skills. • Ability to pay attention to detail.   Preferred Qualifications/ Skills· Proven work experience as operations supervisor· In-depth knowledge of performance metrics· Good PC skills, especially MS Excel· Excellent communication and leadership skills· Organizational and time-management skills· Excellent written and verbal skills· Experience/understanding of ITIL methodology· The ability to multitask across multiple incidents •· Understanding of SLAs and KPIs· Experience of working in complex, high pressured environments within a 24-hour service structure

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