Senior Associate

4 weeks ago

Gurugram Gurugram, India Genpact Full time

Job Description

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 Associate / Senior Associate/Process Developer - IT Support Engineer - Voice & Chat Operations
Position Overview:

We are looking for a detail-oriented and customer-focused IT Support Professional to join our team. In this role, you will be responsible for providing technical assistance, troubleshooting, and resolving IT issues while ensuring a seamless experience for end-users.

Key Responsibilities:

. System Maintenance: Diagnose, repair, maintain, and upgrade hardware and computer equipment.

. Technical Support: Respond to client support requests and determine their issues or problems.

. Troubleshooting: Address hardware and software issues, install and maintain hardware and peripherals.

. Software Management: Install and upgrade operating systems and computer software.

. Network Connectivity: Troubleshoot network connectivity issues.

. User Training: Advise end-users on software or hardware upgrades and provide basic training.

. Ticket Handling Responsibilities:
1. Manage incoming service & Incident tickets through a ticketing system
2. Prioritize tickets based on urgency and impact
3. Assign tickets to appropriate team members if necessary
4. Track ticket progress from initiation to resolution
5. Communicate with users regarding ticket status updates
6. Ensure timely resolution of all tickets in accordance with service level agreements (SLAs)
7. Ensure timely updating the log notes & document solutions for future reference

Skills Required:
. Knowledge of different Networking devices
. Ability to work independently as well as part of a team
. Customer-centric mindset with a focus on user satisfaction
. Willingness to learn new technologies and adapt to changing environments
Minimum qualifications
. Degree /Diploma with relevant experience in supporting end users
. ITIL Version 3 or 4 foundation Trained/Certified.
. Strong domain knowledge and technical orientation.
. Good communication skills

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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.
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

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