It Helpdesk Service Jobs

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.

Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

Welcome to the relentless pursuit of better.

Inviting applications for the role of [Technical Associate], [L1/L2 Support]!

Excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

They must also be customer-oriented and patient to deal with difficult customers.

The goal is to create value for clients that will help preserve the company’s reputation and business.

Responsibilities

Serving as the first point of contact for customers seeking technical assistance over the phone or email

Performing remote/In person troubleshooting through diagnostic techniques and pertinent questions

Determining the best solution based on the issue and details provided by customers.

Walk the customer through the problem-solving process.

Direct unresolved issues to the next level of support personnel

Provide accurate information on IT products or services.

Record events and problems and their resolution in logs

Follow-up and update customer status and information

Pass on any feedback or suggestions by customers to the appropriate internal team

Identify and suggest possible improvements on procedures.

Creation and Management of Knowledge base

Would be required to work out from client location all 5 days in a week.

Might be required to work additionally out of office hours to cater to key business requirements i.e IT activity , testing , Network testing , UAT etc.

Qualifications we seek in you!

Minimum Qualifications

BSc/BA in IT, Computer Science or relevant field

Good Knowledge of ITIL.

Working knowledge of AD.

Working knowledge of Office 365.

Working knowledge of ServiceNow.

Preferred Qualifications/ Skills

Proven experience as a help desk technician or other customer support role

Tech savvy with working knowledge of office automation products, databases and remote control

Good understanding of computer systems, mobile devices, and other tech products

Ability to diagnose and resolve basic technical issues.

Proficiency in English

Excellent communication skills

Customer-oriented and cool-tempered

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.