Engineer - Service Desk P 4A

1401 Genpact India Pvt. Ltd.; Hyderabad; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Genpact is hiring for an Engineer - Service Desk P to lead QA and process improvements in a fast-moving AI-enabled environment.

The role focuses on auditing tickets, coaching agents, and delivering high-quality service while enabling cutting-edge AI solutions for global enterprises.

Qualifications

• Bachelor's degree required; preferred in Computer Science, Information Systems, or related field.
• Strong domain knowledge with technical orientation.
• Knowledge of OS, MDM and Office issues.
• Customer service and problem-solving mindset.
• Good English communication; able to deliver on tight timelines.

Responsibilities

• Audit Voice/Non-Voice tickets and share feedback with agents regularly.
• Ensure quality scores of the team are met; strategize action plans for high-risk agents.
• Conduct daily huddles and share process updates; drive quality initiatives.
• Provide process training for new hires and conduct monthly PKT.
• Ensure customer satisfaction scores are met and drive process improvements.

Skills

OS Knowledge

MDM

Office Issues

Customer Service

English Proficiency

Timelines

Education

Bachelor's degree in CS/IS or related field

Bachelor's degree

Tools

ERP

Job description

Engineer - Service Desk P

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 Service Desk Process Coach

Responsibilities

Audit Voice/Non-Voice tickets and share feedback with agents regularly. Ensure quality scores of the team are met. Strategize action plans for high-Risk agents. Conduct huddles & share process updates on daily basis. Drives quality initiatives. Conduct process training for new hires. Conduct monthly PKT. Ensure Customer Satisfaction Scores are met and conduct close looping for DSAT’s on daily basis. Suggest and work on process improvement projects.

Preferred qualifications

Bachelor's Degree required. Preferably in Computer Science, Information Systems, or related field. Strong domain knowledge and technical orientation. Knowledge of OS, MDM and Office Issues. Competencies Customer Service and Problem-Solving attitude. Good communications skills in English. Should be able to deliver on tight timelines.

Qualifications

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

Certifications

Certified Information Systems Security Professional (CISSP) - Workforce Academy OnlineWorkforce Academy Online

Required Skills

ADM - APS & OTHERS, Agile Methodology, Application Maintenance, Applications Support, Cloud Applications, Collaboration Tools, Consolidation Management, Design Thinking, End User Computing, Enterprise Resource Planning (ERP), Executive Presence, Human Resources (HR), Inclusion, Personal Effectiveness, Storytelling Language English (Required) Language Proficiency - Proficient - C2

Additional Job Location - Job Type Regular Master Skill List - Service Desk P 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

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.

We're an agentic and advanced technology solutions company that runs mission-critical operations for the world's leading companies, while building and deploying the agentic products and technology that power those operations.

Our teams bring deep expertise to shape what AI can do and change how businesses actually run.

At Genpact, your expertise grows because you're inside the work. Whether you build AI systems or bring deep knowledge of how businesses run, you'll work on real challenges that change how the world's leading companies operate.

There's a lot to learn here, and room to grow.