Consultant], [Deskside SD Engineer]!

Genpact; Montreal; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading technology services company in Montreal is seeking a Service Desk Analyst to provide technical support for IT equipment and applications. The ideal candidate will have a degree in Technology or a related field and strong problem-solving abilities. This role offers hands-on experience and opportunities for career growth in a values-driven culture.

Benefits

Hands-on experience

World-class training

AI certifications

Mentorship from experts

Qualifications

• Strong technical and system knowledge to fix client problems.
• Able to devise technical and original solutions to user problems.
• Ability to collect data, prepare notes and reports, and guide users.

Responsibilities

• Provide technical help for users of IT equipment and applications.
• Handle support requests via email, chat, and phone.
• Troubleshoot and resolve technical issues remotely.
• Maintain comprehensive records of issues relating to software and hardware.

Skills

Technical expertise

Problem-solving abilities

Communication

Time management

Team partnership

Education

Graduate or postgraduate in Technology or related field

Job description

Ready to build the future with AI?

At Genpact, we don’t just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, scales advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of [Consultant], [Deskside SD Engineer]!

Responsibilities

• Service Desk Analysts are IT professionals who provide technical help for users of an organization. Analysts respond to inquiries, and they evaluate and resolve issues relating to IT equipment and applications. They provide technical care for any aspect of the information systems unit, including system hardware, operating systems, applications, and networks. They should be troubleshooting-minded with proper communication to stakeholders. Support hours 24x7 with rotational shifts.
• Manage Support Requests — Handle requests from email, chat, and telephone; document issue severity; follow standard procedures to resolve issues; maintain support tracking systems.
• Resolve Technical Issues — Troubleshoot and, when needed, resolve issues remotely; provide users with technical documentation for common problems such as installation and configuration.
• Accelerate Complex Cases — Escalate to higher-level IT support when necessary and relay detailed issue information to specialists for resolution.
• Manage Service Documentation — Maintain comprehensive records of issues relating to software and hardware.

Qualifications

Minimum Qualifications

• Graduate or postgraduate in Technology with Computers or Information Technology (IT) stream, or a degree in Computer Science, IT, Systems Engineering or related qualification.

Preferred Qualifications

• Technical expertise — strong technical and system knowledge to fix client problems.
• Problem-solving abilities — able to devise technical and original solutions to user problems.
• Communication — ability to collect data, prepare notes and reports, and walk users through steps to fix problems.
• Time management — excellent prioritization when handling multiple issues.
• Team partnership — collaborate with IT personnel to resolve user issues.

Why join Genpact?

• Lead AI-first transformation — Build and scale AI solutions that redefine industries.
• Make an impact — Drive change for global enterprises and solve meaningful business challenges.
• Accelerate your career — Hands-on experience, world-class training, mentorship, and AI certifications.
• Grow with the best — Learn from top engineers, data scientists, and AI experts in a dynamic environment.
• Committed to ethical AI — Governance, transparency, and security are core to our work.
• Thrive in a values-driven culture — Courage, curiosity, incisiveness, integrity, and inclusion.

Join the 140,000+ coders, tech shapers, and growth makers at Genpact and move your career in the direction that matters: Up. Let’s build tomorrow together.

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, disability, or any other characteristic protected by law. Genpact does not charge fees to process job applications, and applicants are not required to pay to participate in our hiring process in any way.