Process Associate - Service Desk

Genpact

Hyderabad, India

2d ago

Responsibilities

24x7 Level 1 IT Service Desk support through Phone, Chat, Email, Voicemail & Web (Self-service)

Provide Incident, query and service request management and monitoring (incl. escalation)

Initial remote desktop support, user access management, password reset, 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

Qualifications we seek in you!

Minimum Qualifications

Bachelor's Degree required

Preferred qualifications

Good communication skills

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 productivity suites.

Expertise in Active Directory administration, including creation of domain / exchange accounts.

Excellent troubleshooting skills.

Good interpersonal skills and attention to customer service.

Ability to work effectively in a fast-paced environment.

Ability to communicate effectively.

Ability to prioritize effectively 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.

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