Process Associate Service Desk

21 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

.Multitaskingskills.

.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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