Role Summary
Genpact is hiring an Analyst - Service Desk 5B for a fully remote position aligned with our Hyderabad center. In this role, you will deliver Level 1 technical assistance, issue diagnosis, and incident resolution for global end-users. You will take end-to-end ownership of incidents from ticket creation to closure, resolve hardware and operating system inquiries across Windows and macOS environments, maintain technical knowledge-base repositories, and deliver exceptional, customer-focused support in a 24/7 rotational shift environment.
Key Responsibilities
- Technical Incident Management: Act as the primary technical touchpoint for inbound user requests, taking complete ownership of ticket triage, diagnostic troubleshooting, and resolution closure.
- Hardware & Software Support: Diagnose and resolve technical faults across client laptops, desktop hardware, peripheral devices, OS platforms (Windows, macOS), and enterprise software applications.
- Knowledge Repository Maintenance: Leverage internal knowledge-base tools for rapid problem resolution and contribute newly identified issues, fixes, and SOP updates to the central repository.
- Critical Incident Triage: React swiftly to system outages and high-severity incidents, collaborating with Tier-2 engineering teams and management to restore services efficiently.
- User Enablement & Customer Care: Provide clear, professional technical guidance to end-users, ensuring optimal customer satisfaction, empathy, and adherence to strict service-level agreements (SLAs).
Key Qualifications
- Education: Bachelor's degree in Computer Engineering, Information Technology, Computer Science, Information Systems, or a related discipline.
- Experience: 0 to 3 years of hands-on experience in an IT service desk, technical helpdesk, or customer support operations environment.
- Core Stack: Proficiency in IT Service Desk operations, L1 troubleshooting, macOS and Windows operating system environments, hardware setup, and knowledge management tools.
- Nice to Have: Experience with ServiceNow, certified customer service credentials, or foundational understanding of Agile and ITIL service management frameworks.
- Shift & Work Flexibility: Complete flexibility to support 24/7 rotational work shifts within a fully remote working model; requires fluent, professional English communication skills.
About Genpact
Genpact (NYSE: G) is an agentic and advanced technology solutions company dedicated to creating process and artificial intelligence innovations that drive measurable outcomes for Fortune Global 500 enterprises.