Lead Consultant 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 Lead Consultant - Service Desk A Service Desk role involves providing technical support ( Phone /chat /email Self-service )and resolving IT-related issues to ensure smooth business operations and monitoring the infrastructure. Responsibilities .Handle the issues/request reported through various ticketing tool within agreed SLA's .Should handle Voice and Non-Voice tickets simultaneously. .Advanced understanding of technology hardware, including desktop computers, laptops, tablets, printers, projectors, and scanners. .Troubleshoots and resolves minor wireless, network, switch, or printer issues escalates major issues (wireless, network, etc.) to information technology (IT) infrastructure technical teams .Working knowledge of PC/LAN application software including Office 365 and Internet browsers (Internet Explorer, Chrome, Safari) .Set up and configure computer systems. .Troubleshooting issues related to MDM, OS, Standard Office Suite, and Browsers. .Second level support to Desktops, Laptops, Thin Clients, Printers, Scanners and Multi-Function Devices. .Trouble shooting issues related to business specific applications. .User provisioning of various business applications(ERP) .Support New Transitions, Ramp Up's/Down's, Business migrations/Site Consolidations Projects. .Knowledge Management - Ensure the Knowledge Articles are used on all issues. .Install and configure computer hardware, operating systems, and applications. .Follow IT Infrastructure Library (ITIL) framework for incident and request management. .Record and track incidents and service requests in JIRA, ensuring proper documentation and updates throughout the lifecycle. .Work closely with Level 2 and Level 3 teams for complex issues, ensuring seamless handoffs and clear communication. Monitoring .Continuously monitor servers, applications, networks, and infrastructure using monitoring tools .Receive, acknowledge, and document alerts or warnings generated by monitoring tools. .Perform basic troubleshooting steps such as restarting services, checking logs, or verifying connectivity. .Perform scheduled health checks of systems and infrastructure. .Report monitoring tool anomalies or gaps and suggest improvements. Qualifications we seek in you Minimum Qualifications .Bachelor%27s Degree required. Preferably in Computer Science, Information Systems, or related field. .Strong domain knowledge and technical orientation. .Knowledge of OS, MDM and Office Issues. Preferred Qualifications/ Skills .Customer Service and Problem-Solving attitude. .Good communications skills in English. .Should be able to deliver on tight timelines. 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.