Consultant – Service Desk

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 Consultant- Service Desk In this role you would be providing Level 1 support in Technical Service desk support Responsibilities Level 1 support services with experience in Technical Service desk support Incident Management - Including registration routing tracking and closure of Incidents into the Ticketing System Perform troubleshooting activities on operating systems and applications including by way of examples but not limited to o MS Operating Systems o Productivity Suites - MS Office earlier as well as later versions o All commonly available Off the Shelf applications o Handle tickets related to IE Network VPN and related issues o Basic troubleshooting of PCs printers scanners and fax machines o Troubleshoot incidents on mobile devices like Android and iPhone o Comprehend the issue search in Knowledge Management tool and communicate narrate effectively o Windows Live meetings Facilitate Service Requests such as IMACs and dispatch to appropriate resolver group within the organization or a third-party vendor pursuant to the Standard Operating Procedures for resolution Prepare daily reports enter tickets and or update the Service Desk ticket tracking management software Interact with all the appropriate departments within IT in order to identify problems and or restore the service Document and maintain IT Service Desk related Standard Operating Procedures Maintain the appropriate service level agreement SLA on all tickets Accurately classify and document incidents and service requests Monitor and address tickets coming through self-service portal Establish and maintain excellent rapport with external customers Provide end-to-end user support by following up with end user to confirm the ticket resolution closure Qualifications we seek in you Minimum Qualifications College diploma or university degree in the field of computer science Previous Service Desk experience in PC software and hardware support in a corporate environment Familiar with ITIL framework Beginning to intermediate knowledge of administration and troubleshooting of Microsoft Operating Systems viz Windows 7 Windows 8 and Windows 10 Beginning to intermediate knowledge of installation and troubleshooting of the following software suites Adobe Microsoft Office and other productivity suites Expertise in Active Directory administration including creation of domain exchange accounts Excellent troubleshooting skills Good interpersonal skills and attention to customer service Ability to work effectively in a fast-paced environment Ability to communicate effectively Ability to effectively prioritize incidents and service requests Ability to work in flexible hours based on business demands - and on-call support in off business hours and on weekends as necessary Good written and presentation verbal communication skills Preferred Qualifications Skills Good analytical and problem-solving ability interpersonal efficiency and positive attitude Experience managing a span of 15 to 20 Agents in a Service Desk Environment Experience with tools like Remedy Service Now a plus Quality Certification a Plus People metrics and management Stakeholder management is key requirement understanding the scope to work towards improvements Managing Reporting Understanding of Metrics KPI s and SLA s Excellent interpersonal and communication skills 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 starter kit paying to apply or purchasing equipment or training