Engineer - Service Desk N 4A

Genpact; Hyderabad; On-site; INR 350,000 - 600,000; Full time

Job summary

Genpact Hyderabad is seeking an Engineer - Service Desk to deliver technical support to customers via phone, email, and chat. You will troubleshoot hardware and software issues, coordinate with internal teams, and document interactions for continuous improvement.

The role emphasizes collaboration, ITSM expertise, and guiding customers on product usage, with a rotating shift in an Indian office environment.

Qualifications

• Bachelors degree in Computer Engineering, Database Management, Information Systems, IT or Network Engineering.
• ServiceNow Certification is preferred.
• Strong familiarity with ITSM processes and service delivery.

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

Agile Methodology

Collaboration Tools

Design Thinking

Engineering Services

Executive Presence

Inclusion

IT Consulting Services

IT Service Management

Personal Effectiveness

Service Integration and Management

Storytelling

Workplace Services

Education

Bachelors - Computer Engineering

Bachelors - Database Management

Bachelors - Information Systems

Bachelors - Information Technology

Bachelors - Network Engineering

Tools

ServiceNow

Job description

Engineer - Service Desk NReady 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.QualificationsBachelors - Computer Engineering, Bachelors - Database Management, Bachelors - Information Systems, Bachelors - Information Technology, Bachelors - Network EngineeringCertificationsServiceNow Certified Application Developer - ServiceNowServiceNowRequired SkillsAgile 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 ServicesLanguageEnglish (Required)Language Proficiency -Proficient - C2Additional Job Location -Job TypeRegularMaster Skill List -Service Desk NRemote Type -OfficeWork 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 progressCome 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.