Analyst - Service Desk 5B

Overview

Level 1 service desk analyst providing technical support, troubleshooting and incident management for end users at Genpact.

What you'll do

• Provide technical assistance and support for incoming queries and issues.
• Troubleshoot software and hardware problems.
• Install and configure software and hardware.
• Perform system upgrades.
• Monitor and maintain computer systems and networks.
• Ensure security and privacy of systems and networks.
• Offer timely technical support and teach users how to utilize systems effectively.
• Comprehend the issue, search the Knowledge Management Tool and communicate/narrate effectively.
• Document and add new issues/solutions to the Knowledge Management Repository.
• Provide quality service and resolve concerns efficiently and professionally.
• Take full ownership of the incident from creation to closure.
• Handle multiple tasks with little to no forewarning.
• React quickly, lead and perform exceptionally during critical/catastrophic events.
• Use soft skills such as listening, empathy and courtesy, and professional techniques to retain and delight customers.

What you'll need

• Level 1 support experience.
• Strong customer service orientation.
• Demonstrated ability to handle multiple tasks with little to no forewarning.
• Demonstrated ability to react quickly, lead and perform exceptionally during critical/catastrophic events.
• Bachelor's degree in Computer Engineering, Database Management, Information Systems, Information Technology, or Network Engineering.
• Proficient English language proficiency (C2).

Details

• Location: Floor 1 to 12, Hafeezpet Phoenix, Hyderabad, India.
• Job type: Regular.
• Work mode: Office work.
• Shift: Rotating (India).