Engineer - Service Desk N 4A

Genpact Ltd.; Hyderabad; On-site; INR 450,000 - 550,000; Full time

Job summary

Genpact Ltd. in Hyderabad, India, seeks a customer-facing technical support specialist to assist users with hardware and software issues via phone, email, or chat.

The role involves documenting interactions, sharing knowledge, and guiding customers on product usage with best practices to ensure fast, effective resolutions. Candidates should hold a Bachelor's in an IT-related field and bring strong English communication, with ServiceNow experience considered a plus.

Qualifications

• Bachelor's degree in one of the listed IT fields.
• ServiceNow certification/experience is a plus.
• Excellent written and verbal English communication.

Responsibilities

• Respond to customer inquiries and provide technical support via phone, email, or chat.
• Troubleshoot hardware and software issues and provide solutions in a timely manner.
• Collaborate with internal teams to resolve complex technical issues.
• Document customer interactions, technical solutions, and product issues for knowledge sharing and improvement.
• Provide training and guidance to customers on product usage and best practices.

Skills

Customer support

Technical troubleshooting

Communication

Collaboration

ServiceNow

Education

Bachelor's degree in Computer Engineering

Bachelor's degree in Information Technology

Bachelor's degree in Information Systems

Bachelor's degree in Database Management

Bachelor's degree in Network Engineering

Job description

**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**• Respond to customer inquiries and provide technical support via phone, email, or chat; • Troubleshoot hardware and software issues and provide solutions in a timely manner; • Collaborate with internal teams to resolve complex technical issues; • Document customer interactions, technical solutions, and product issues for knowledge sharing and improvement; • Provide training and guidance to customers on product usage and best practices. • Respond to customer inquiries and provide technical support via phone, email, or chat; • Troubleshoot hardware and software issues and provide solutions in a timely manner; • Collaborate with internal teams to resolve complex technical issues; • Document customer interactions, technical solutions, and product issues for knowledge sharing and improvement; • Provide training and guidance to customers on product usage and best practices.**Qualifications**Bachelors - Computer Engineering, Bachelors - Database Management, Bachelors - Information Systems, Bachelors - Information Technology, Bachelors - Network Engineering**Certifications**ServiceNow Certified Application Developer - ServiceNowServiceNow**Required Skills**Agile Methodology, Collaboration Tools, Design Thinking, Engineering Services, Executive Presence, Inclusion, IT Consulting Services, IT Service Management (ITSM), Personal Effectiveness, Service Integration and Management (SIAM), Storytelling, Workplace Services**Language**English (Required)**Language Proficiency -**Proficient - C2**Additional Job Location -****Job Type**Regular**Master Skill List -**Service Desk N**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. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.