Analyst - Service Desk 5B

1401 Genpact India Pvt. Ltd.; Hyderabad; On-site; INR 550,000 - 750,000; Full time

Job summary

Genpact is hiring for an Analyst - Service Desk to deliver Level 1 support, guide users, and manage incidents with a customer-centric approach. The role requires strong communication, multitasking, and the ability to perform under pressure in a fast-moving environment.

You will use ITIL-aligned processes, contribute to knowledge management, and support both software and hardware inquiries while maintaining security and privacy of systems.

Qualifications

• Bachelors in IT/Computer Engineering, Information Systems or related field.
• Experience in IT service desk and customer support.
• Knowledge of incident management and knowledge bases.

Responsibilities

• Provide Level 1 IT support and resolve customer issues.
• Demonstrate strong customer service orientation and communication.
• Handle multiple tasks with minimal forewarning and escalate as needed.
• Interact effectively during critical events and incidents.
• Document issues and solutions in the knowledge base.
• Provide guidance to users and demonstrate proper system usage.

Skills

IT Service Desk

Customer Service

Incident Management

Troubleshooting

English Proficiency (C2)

Education

Bachelor's degree in Computer Engineering or Information Technology

Bachelor's degree in Information Systems

Bachelor's degree in Network Engineering

Tools

ServiceNow

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 (Required) Language Proficiency - Proficient - C2 Additional Job Location - 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 or 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.