IT Service Desk Specialist
3 days ago
Genpact, a global professional services and solutions firm, is dedicated to delivering outcomes that shape the future. With over 125,000 employees across 30+ countries, our team is driven by an innate curiosity, entrepreneurial agility, and a desire to create lasting value for clients.
Job DescriptionWe are inviting applications for the role of IT Service Desk Specialist - Technical Support. The ideal candidate will have experience in PC software and hardware support in a corporate environment, responsible for administration and troubleshooting of Microsoft Operating Systems.
Key Responsibilities- Provide Level 1 IT Service Desk support through various channels, including phone, chat, email, voicemail, and web (self-service)
- Manage and monitor incidents, queries, and service requests, including escalation
- Offer initial remote desktop support, user access management, password reset, Windows, and OS support
- Review and maintain internal Service Desk Support/knowledge Base
- Implement and maintain self-service/self-help resources and services
- Report on known outages and service impacts
- University degree in Computer Science
- Relevant work experience
- Good communication skills
- Familiarity with ITIL framework
- Beginner-intermediate knowledge of administration and troubleshooting of Microsoft Operating Systems (Windows 7, 8, 10)
- Beginner-intermediate knowledge of installation and troubleshooting of software suites (Adobe, Microsoft Office, etc.)
- 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 prioritize incidents and service requests efficiently
- Ability to work flexible hours based on business demands, including on-call support in off-business hours and weekends
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