Technical Associate – IT Support Center
Genpact
0 - 3 years
Hyderabad
Posted: 3/5/2025
Job Description
Responsibilities
Act as an escalation point for unresolved or escalated calls
Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles
Periodic reporting to senior management and represent Service Desk during reviews/meetings.
Ensure staff take ownership of user problems and be proactive when dealing with user issues.
Allocate more complex calls to the relevant IT Support members.
Arrange for external technical support where problems cannot be resolved in house.
Ensuring knowledge management systems and documentation are kept up to date
Contribute to and comply with the Quality System and the IT Operations Manual.
Track and report statistics to management on a periodic basis, or as requested.
Identify and own Users training requirements.
Analyze Incident trends, and recommend and implement actions, with approval, to reduce Incidents.
Increase the Availability of self-service capability, such as through providing self-service articles and help documentation for common issues across Service Desks.
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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