Technical Associate – Service Desk

Job details

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Job description

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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. Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us. Transformation happens here! Come, be a part of our exciting journey! Are you the one we are looking for? Inviting applications for the role of Technical Associate - Service Desk/Operations Responsibilities 24x7 Level 1 IT Service Desk support through Phone, Chat, Email & Web (Self-service) Provide Incident, query and service request management and monitoring (incl. escalation) Basic Knowledge of MAC Operating system & troubleshooting Initial remote desktop support, user access management, password reset, account unlocks, VPN issues, Microsoft Issues, Internet, Soft & Hardware Issues, Windows and OS support, etc. Review and Maintain internal Service Desk Support/knowledge Base Implement and Maintain self-service/self-help resources and services Report on known outage and service impacts Comprehend the issue, search on Knowledge Management Tool and communicate/narrate effectively Use of soft skills - Listen, Appreciation, Courtesy etc. Utilize professional techniques to retain & delight customers. Provide quality service & resolve concerns efficiently & expertly Above all, take full ownership of the Incident from Creation to Closure Qualifications we seek in you! Minimum Qualifications Graduate in any stream Graduate in any stream Familiar with ITIL framework. Beginning to intermediate knowledge of administration and troubleshooting of Microsoft Operating Systems viz. Windows 7, Windows 8 and Windows 10. Beginning to intermediate knowledge of installation and troubleshooting of the following software suites: Adobe, Microsoft Office, and other efficiency suites. Expertise in Active Directory administration, including creation of domain/exchange accounts. Excellent troubleshooting skills. Ability to work effectively in a fast-paced environment. Ability to effectively prioritize incidents and service requests. Ability to work in flexible hours based on business demands – and on-call support in off business hours and on weekends, as necessary. Good written and presentation / verbal communication skills with experience of customer interfacing role. In-depth requirement understanding skills with good analytical and problem-solving ability, interpersonal efficiency, and positive attitude Excellent customer facing skills that include conducting compelling technical briefing & demonstrations including issues, status reports and resolving impediments. Preferred qualifications Good communication skills Should understand below Technical Skills: Basic Networking Win NT/2000 MS Office 2007, 2010 IE6 & IE8 OS - WinXP, Win7, Win 10 Outlook 2007, 2010, 2016 PC/Laptop/Handheld/Printers 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. Job Technical Associate Primary Location India-Hyderabad Education Level Bachelor's / Graduation / Equivalent Job Posting Oct 5, 2021, 6:50:45 PM Unposting Date Ongoing Master Skills List Operations Job Category Full Time