Genpact is hiring for Technical Associate - Service Desk ~ Vishwas World

Role: Technical Associate
Location: Hyderabad

Responsibilities

Certain responsibilities related to Level 1 Service Desk Support are identified briefly below:
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. critical issue)
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
Preferred fair knowledge and relevant experience in Alert Monitoring (incl. critical issue)
Comprehend the issue, search on Knowledge Management Tool and communicate/narrate effectively
Use of soft skills - Listen, Empathy, Courtesy etc.
Utilize professional techniques to retain & delight customers.
Provide quality service & resolve concerns efficiently & professionally
Above all, take full ownership of the Incident from Creation to Closure
Qualifications we seek in you!

Good communication skills
Familiar with ITIL framework.
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 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.

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