Consultant - Service Desk
Genpact
5 - 10 years
Hyderabad
Posted: 24/03/2025
Job Description
Responsibilities
o Provide first-level technical support to end-users via phone, email, Chat or in-person
o Log all incidents and service requests in the service desk ticketing system and ensure timely updates & closure of tickets.
o Evaluate and prioritize incidents based on impact and urgency, and take necessary actions to meet established service level agreements (SLAs)
o Assisting users in understanding and effectively using IT services.
o Troubleshoot/resolve issues referring to the knowledge articles & dispatch unresolved issues to L2/L3 teams.
o Service Desk resource should possess strong expertise on below break fix issues.
Mobile Device Management
Internet browsers (Internet Explorer, Chrome, Safari)
Wireless, Network, Printer, Desktop & Laptop
Operating System (Windows latest versions)
Standard Office Suite
o Administer user accounts and access privileges in the organizations identity management system.
o Create and maintain documentation related to service desk procedures, troubleshooting guides and end-user training manuals.
o Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
About Company
Genpact is a global professional services firm that offers a wide range of digital transformation services and solutions. With a presence in over 30 countries, Genpact leverages its deep domain expertise in operations and analytics to help businesses transform their operations, improve efficiency, and enhance customer experience. The company combines digital technology, data science, and operational excellence to deliver business outcomes across various industries, including banking, insurance, manufacturing, and healthcare. Founded in 1997 as a subsidiary of GE, Genpact has grown into an independent, NYSE-listed company with a diverse workforce of over 90,000 employees globally.
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