Role Summary
Genpact is hiring an Analyst - Service Desk 5B for its office in Uppal, Hyderabad (Onsite/Rotating Shifts). In this L1 technical support role, you will deliver end-user technical support, troubleshoot hardware and software issues, manage system upgrades, and oversee end-to-end incident resolution. You will leverage Knowledge Management repositories to resolve user queries, document new solutions, and maintain computer systems and network security across Mac and Windows environments.
Key Responsibilities
- First-Level Technical Support: Provide L1 technical assistance for incoming user queries, software/hardware installations, network connectivity issues, and system upgrades.
- Incident Management & Ownership: Take complete ownership of reported incidents from initial ticket creation through troubleshooting to final closure within established SLAs.
- Knowledge Management & Documentation: Utilize Knowledge Management tools to resolve technical issues and document new solutions to expand the internal repository.
- Customer Service & Emergency Response: Maintain customer service excellence using active listening, empathy, and effective communication while executing rapid responses during critical/catastrophic IT events.
Key Qualifications
- Education: Bachelor's degree in Computer Engineering, Information Technology, Information Systems, Database Management, or Network Engineering.
- Experience: 0–3 years of experience in IT Service Desk, technical support, or workplace services.
- Mandatory Technical Stack: IT Service Desk tools, Mac OS and Windows OS support, system troubleshooting, hardware/software installation, and ticketing systems.
- Preferred Technical Exposure & Certifications: ServiceNow Certified Application Developer, STI Certified Call Center Professional (CCCP), Agile methodology, and Business Continuity Planning (BCP).
About Genpact
Genpact (NYSE: G) is an agentic and advanced technology solutions company that leverages process intelligence and AI to transform operations for global enterprises.