We invite applications for the position of Senior Associate – Service Desk.
We are on the lookout for highly driven and talented individuals to be part of our Service Desk team, which provides 24×7 support to end-users. This position will mainly concentrate on diagnosing and resolving technical issues for users through various support channels such as email, chat, the ticketing tool (JIRA), and MS Teams.
Responsibilities
- Address the issues/requests logged through different ticketing tools within the agreed SLAs.
- Simultaneously manage Voice and Non-Voice tickets.
- Possess an advanced understanding of technology hardware, including desktop computers, laptops, tablets, printers, projectors, and scanners.
- Diagnose and resolve minor wireless, network, switch, or printer problems; escalate significant issues (such as wireless and network) to IT infrastructure technical teams.
- Have a working knowledge of PC/LAN application software, including Office 365 and internet browsers (Internet Explorer, Chrome, Safari).
- Set up and configure computer systems.
- Resolve issues related to MDM, operating systems, the Standard Office Suite, and browsers.
- Provide second-level support for Desktops, Laptops, Thin Clients, Printers, Scanners, and Multi-Function Devices.
- Troubleshoot concerns linked to business-specific applications.
- User provisioning of various business applications (ERP).
- Support new transitions, ramp-ups/down measures, business migrations, and site consolidation projects.
- Knowledge Management – Ensure the Knowledge Articles are utilized for all issues.
- Install and configure computer hardware, operating systems, and applications.
- Adhere to the IT Infrastructure Library (ITIL) framework for incident and request management.
- Document and track incidents and service requests in JIRA, ensuring proper documentation and updates throughout their lifecycle.
- Collaborate closely with Level 2 and Level 3 teams for complex issues, ensuring smooth handoffs and effective communication.
- Qualifications we seek in you!
Minimum Qualifications
- A Bachelor’s Degree is required, preferably in Computer Science, Information Systems, or a related field.
- Strong domain knowledge and technical orientation.
- Familiarity with OS, MDM, and Office Issues.
- Preferred Qualifications/Skills
- Customer service and problem-solving mindset.
- Proficient communication skills in English.
- Ability to meet tight deadlines.
Link Apply
Genpact (NYSE: G) is an international professional services and solutions company that delivers results that influence the future. With over 125,000 employees spread across more than 30 countries, we are motivated by our natural curiosity, entrepreneurial spirit, and commitment to generating enduring value for our clients. Driven by our mission – the continuous pursuit of creating a better functioning world for people – we assist and transform leading organizations, including those in the Fortune Global 500, leveraging our extensive business and industry expertise, digital operations services, along with our skills in data, technology, and AI.