Engineer - Service Desk P 4A

Genpact Ltd.; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Genpact is hiring for a Service Desk Process Coach to audit tickets, drive quality, and train new hires. You will implement action plans for high-risk agents and lead daily huddles to share updates and ensure customer satisfaction metrics are met.

Your role emphasizes process improvements, monthly PKT reviews, and close collaboration with agents and supervisors to sustain high-quality service delivery in a fast-moving environment.

Qualifications

• Bachelor's degree required.
• Strong domain knowledge and technical orientation.
• Knowledge of OS, MDM and Office issues.

Responsibilities

• Audit Voice/Non-Voice tickets and provide regular feedback to agents.
• Ensure team quality scores are met.
• Strategize action plans for high-Risk agents.
• Conduct huddles and share daily process updates.
• Drive quality initiatives.
• Conduct process training for new hires.
• Conduct monthly PKT.
• Ensure CSAT scores are met and close DSATs daily.
• Suggest and work on process improvement projects.

Skills

Customer Service

Problem-Solving

English Communication

OS Knowledge

MDM Knowledge

Office Applications

Process Improvement

Education

Bachelor - Computer Engineering

Bachelor - Database Management

Bachelor - Information Systems

Bachelor - Information Technology

Bachelor - 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**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 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.