Technical Associate - Infrastructure Services 5B

Overview

Technical Associate in Infrastructure Services at Genpact, handling IT service desk incidents, requests and customer support.

What you'll do

• Serve as a senior escalation point for complex incidents and service requests.
• Investigate, troubleshoot, and resolve technical issues related to end-user computing, applications, systems, and access management.
• Ensure incidents and service requests are prioritized and resolved within agreed Service Level Agreements (SLAs).
• Monitor assigned ticket queues and proactively manage ticket backlog.
• Escalate unresolved issues to appropriate support teams while maintaining ownership and follow-through.
• Provide timely updates to users regarding ticket status and resolution progress.
• Support major incident activities as required to minimize business impact.
• Deliver exceptional customer service through professional and effective communication.
• Act as a trusted technical resource for end users and stakeholders.
• Ensure a positive user experience by providing accurate and timely resolutions.
• Conduct follow-ups with users to confirm issue resolution and customer satisfaction.
• Maintain a high level of responsiveness and service quality in all user interactions.
• Consistently meet or exceed individual performance targets and service desk KPIs.
• Contribute to achieving organizational goals for First Call Resolution (FCR), Response SLA, Resolution SLA, Customer Satisfaction (CSAT), Productivity, Reassignment Score and Call Abandon Rate.
• Identify trends impacting service performance and recommend improvement opportunities.
• Ensure compliance with established processes, procedures, and service standards.
• Identify recurring incidents and contribute to root cause analysis activities.
• Recommend process improvements to enhance efficiency, service quality, and user experience.
• Support continuous service improvement initiatives.
• Follow ITIL best practices for Incident, Problem, Change, and Request Management.
• Ensure adherence to organizational policies, security standards, and operational procedures.
• Maintain complete and accurate documentation within the IT Service Management (ITSM) tool.
• Create, update, and review knowledge base articles, troubleshooting guides, and standard operating procedures.
• Share technical knowledge and best practices across the service desk organization.
• Contribute to improving self-service resources and knowledge repositories.
• Collaborate with Infrastructure, Network, Security, Application, and Development teams to resolve complex technical issues.
• Coordinate with third-party vendors when required to support issue resolution.
• Build effective working relationships with business users and IT stakeholders.
• Participate in service review meetings and operational discussions as needed.
• Provide insights and recommendations based on incident trends and customer feedback.

What you'll need

• College diploma or university degree in the field of computer science.
• Relevant years of experience in an IT Service Desk, Help Desk, Technical Support, or Desktop Support environment.
• Proven experience handling incident management and service request fulfilment.
• Experience working with ITSM platforms such as ServiceNow, Remedy, Jira Service Management, or similar tools.
• Experience in Knowledge Management and technical documentation practices.

Nice to have

• Strong communicator – English in spoken and written form.

Details

• Location: Hyderabad, India (Floor 1 to 12, Hafeezpet Phoenix).
• Work mode: Hybrid.
• Work shift: Flex Time (India).
• Job type: Regular.
• Language: English, Intermediate (B1).