Analyst - Service Desk 5B

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; Hyderabad; On-site; INR 420,000 - 660,000; Full time

Job summary

Genpact is seeking an Analyst - Service Desk to deliver Level 1 support and exceptional customer service from Hyderabad. You will diagnose software/hardware issues, document solutions, and work within a knowledgebase to resolve requests efficiently.

The role emphasizes ownership during incidents, collaboration with teams, and the ability to adapt in a fast-moving AI-driven environment at Genpact's Hyderabad office.

Qualifications

• Bachelors degrees in computer/IT related fields as listed.
• Certified in customer service and service management practices.
• Experience with ServiceNow and call center standards.

Responsibilities

• Level 1 support and strong customer service orientation.
• Handle multiple tasks with minimal forewarning and escalate as needed.
• Respond quickly during critical events and maintain incident ownership.
• Document issues and solutions in Knowledge Management Repository.
• Provide technical assistance for software/hardware and teach users.

Skills

Agile Methodology

IT Service Desk

Mac OS Support

Collaboration Tools

Design Thinking

Business Continuity Planning

Inclusion

Workplace Services

Personal Effectiveness

Engineering Services

Field Support

BIZ dedicated

Education

Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources

ServiceNow Certified Application Developer - ServiceNowServiceNow

STI Certified Call Center Professional (CCCP) - CornerstoneCornerstone

Bachelors - Computer Engineering

Bachelors - Database Management

Bachelors - Information Systems

Bachelors - Information Technology

Bachelors - Network Engineering

Job description

Analyst - Service Desk

Ready to turn bold ideas into real-world impact? At Genpact, we don't just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we're at the forefront of it. Genpact's AI Gigafactory , our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or 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 agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world's leading enterprises.

Get to know us at genpact.com and on LinkedIn , YouTube , X , and Facebook .

Job Description

• Level 1 support
• 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
• Comprehend the issue, search on Knowledge Management Tool and communicate/narrate effectively
• Document & add new issues/solutions to Knowledge Management Repository
• 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
• 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.

Qualifications

• Bachelors - Computer Engineering
• Bachelors - Database Management
• Bachelors - Information Systems
• Bachelors - Information Technology
• Bachelors - Network Engineering

Certifications

• Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources
• ServiceNow Certified Application Developer - ServiceNowServiceNow
• STI Certified Call Center Professional (CCCP) - CornerstoneCornerstone

Required Skills

• Agile Methodology
• BIZ dedicated
• Business Continuity Planning (BCP)
• Collaboration Tools
• Design Thinking
• Engineering Services
• Field Support
• Inclusion
• IT Service Desk
• Mac OS Support
• Personal Effectiveness
• Workplace Services

Language

English

Language Proficiency

Proficient - C2

Job Type

Regular

Master Skill List

Service Desk

Remote Type

Office

Work Shift

Rotating (India)

Why join Genpact?

• Lead AI-powered transformation - Drive innovation and solve real-world business challenges that matter
• Make an impact - Help global enterprises solve business challenges that matter
• Accelerate your career - Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• Work with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only 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, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.