Process Associate – IT Support

23 hours ago


Hyderabad, India Genpact Full time

Job Description

Inviting applications for the role of Process Associate - Service Desk

Responsibilities

- 24x7 Level 1 IT Service Desk support through Phone, Chat, Email, Voicemail & Web (Self-service)

- Provide Incident, query and service request management and monitoring (incl. escalation)

- Initial remote desktop support, user access management, password reset, Windows and OS support, etc.

- Review and Maintain internal Service Desk Support/knowledge Base

- Implement and Maintain self-service/self-help resources and services

- Report on known outage and service impacts

Qualifications we seek in you

Minimum 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

- Good communication skills

- 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.

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