Senior Associate
Genpact
5 - 10 years
Gurugram
Posted: 3/5/2025
Job Description
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
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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