Process Associate – Workplace Services Service Desk

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 Process Associate - Workplace Services Service Desk

Responsibilities
.Team Leadership:
oLead and manage a team of service desk analysts, ensuring high performance, accountability, and quality of work.
oProvide coaching, mentoring, and professional development to team members.
oEnsure the team is adequately trained on technical skills, service desk processes, and customer service standards.
oConduct regular performance evaluations and provide feedback to team members.
.Incident & Request Management:
oOversee the incident and request management process, ensuring that issues are prioritized and resolved within agreed service level agreements (SLAs).
oManage escalated incidents and service requests that require higher-level intervention, coordinating with other technical teams as necessary.
oMonitor ticket queues and ensure tickets are handled and resolved within specified timeframes.
.SLA & Performance Monitoring:
oEnsure that the team meets or exceeds established SLAs and key performance indicators (KPIs).
oTrack team performance metrics (e.g., ticket resolution time, first-call resolution, customer satisfaction) and provide reports to the Service Desk Manager.
oImplement and enforce standard operating procedures (SOPs) to improve efficiency and quality.
.Operational Efficiency:
oIdentify areas of improvement within the team's workflows and suggest improvements or process optimizations.
oHandle escalations effectively, ensuring timely resolution of issues to meet business needs.
oEnsure adherence to ITIL best practices for incident, problem, change, and service request management.
.Customer Focus:
oProvide excellent customer service, ensuring users have a positive experience when interacting with the service desk team.
oEnsure clear, professional, and timely communication with end-users regarding issue resolution and status updates.
oConduct follow-ups with users to ensure issue resolution satisfaction and gather feedback for continuous improvement.
.Reporting & Documentation:
oMaintain accurate records of incidents, service requests, and actions taken within the ticketing system.
oPrepare and deliver reports on essential metrics like Productivity, FCR, Re-assignment score, Call abandon rate, Response & Resolution SLA and Team performance.
oEnsure knowledge base articles are up-to-date and relevant, assisting the team in resolving issues efficiently.
.Collaboration & Stakeholder Management:
oAct as a liaison between the service desk and other IT teams (e.g., Network, Infrastructure, Development) to resolve complex issues.
oEngage with key stakeholders to understand business requirements and ensure alignment between IT services and business needs.

Qualifications
Minimum qualifications

College diploma or university degree in the field of computer science.
.Relevant work experience in Knowledge Management and Team Management.

Preferred qualifications
Strong communicator - English in spoken and written form.

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 %27starter kit,%27 paying to apply, or purchasing equipment or training.