Service Desk Analyst

Genpact; Hyderabad; On-site; INR 350,000 - 520,000; Full time

Job summary

Genpact in Hyderabad is seeking a Service Desk Agent to provide Level 1 IT support across phone, chat, email, and remote channels. You will log, diagnose, and resolve incidents, escalate when needed, and maintain SLA adherence. The role emphasizes customer-centric service, knowledge sharing, and efficient ticket handling.

You will support Windows OS, MS 365, VPN, and standard business apps, performing password resets and access management, using ITSM tools like ServiceNow, Remedy, or Jira.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related discipline.
• Equivalent technical certifications may be considered.

Responsibilities

• Act as the primary point of contact for IT support requests.
• Log, categorize, prioritize, and assign tickets in the ITSM tool.
• Perform initial diagnosis for hardware, software, VPN, network issues.
• Provide first-call resolution where possible.
• Escalate unresolved incidents per procedures.
• Monitor and follow up on open tickets until closure.
• Deliver exceptional customer service via phone, chat, email, and remote support.
• Keep users informed on ticket status and resolution timelines.
• Maintain professional, courteous interactions.
• Support Windows OS, M365, mobile devices, printers, VPN, and standard apps.
• Perform password resets and basic access management.
• Use remote support tools to diagnose issues.
• Use KBAs and SOPs during resolution.
• Contribute to KBAs based on recurring incidents.
• Share knowledge with team members.
• Adhere to SLA, KPI, and quality standards.
• Maintain accurate ticket logs and documentation.
• Follow ITIL processes for Incident/Request/Problem/Knowledge Management.

Skills

Excellent communication

Analytical/problem-solving

Multi-tasking

Teamwork

Education

Bachelor's degree in CS/IT or related

Equivalent certifications considered

Tools

ServiceNow

Remedy

Jira

Job description

I Round – Communication Skill Checks

II & III – Technical

Job Summary

The Service Desk Agent serves as the first point of contact for end users seeking technical assistance. The role is responsible for providing Level 1 support, troubleshooting IT-related incidents and service requests, ensuring timely resolution, maintaining high customer satisfaction, and adhering to SLA commitments. The Service Desk Agent manages incidents through phone, chat, email, and self-service channels while documenting and escalating issues when required.

Key Responsibilities

• Act as the primary point of contact for IT support requests.
• Log, categorize, prioritize, and assign tickets accurately in the ITSM tool (ServiceNow, Remedy, etc.).
• Perform initial diagnosis and troubleshooting for hardware, software, application, email, VPN, network connectivity, and access-related issues.
• Provide first-call resolution whenever possible.
• Escalate unresolved incidents to appropriate support teams following escalation procedures.
• Monitor and follow up on open tickets until closure.

Customer Support

• Deliver exceptional customer service through phone, chat, email, and remote support channels.
• Keep users informed regarding ticket status and expected resolution timelines.
• Ensure customer interactions are professional, courteous, and solution-oriented.

Technical Support

• Support Windows OS, Microsoft 365 applications, mobile devices, printers, VPN, and standard business applications.
• Perform password resets, account unlocks, and basic access management activities.
• Utilize remote support tools to diagnose and resolve issues efficiently.

Knowledge Management

• Use Knowledge Base Articles (KBAs), SOPs, and troubleshooting guides during issue resolution.
• Contribute to the creation and update of KBAs based on recurring incidents and solutions.
• Share knowledge and best practices with team members.

Service Excellence & Compliance

• Adhere to SLA, KPI, and quality standards.
• Maintain accurate ticket documentation and activity logs.
• Follow ITIL processes for Incident, Request, Problem, and Knowledge Management.
• Ensure compliance with information security and organizational policies.

Required Skills & Qualifications

Education

• Bachelor's Degree in Computer Science, Information Technology, or related discipline.
• Equivalent technical certifications may be considered.

Technical Skills

• Knowledge of Windows OS, Microsoft Office/Microsoft 365.
• Experience with ticketing tools such as ServiceNow, Remedy, Jira, or similar.
• Understanding of Active Directory, VPN, networking fundamentals, and remote support tools.
• Familiarity with ITIL framework and Service Desk operations.

Soft Skills

• Excellent verbal and written communication skills.
• Analytical and problem-solving abilities.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong teamwork and collaboration skills.

Preferred Qualifications

• ITIL Foundation Certification.
• Microsoft Certifications (M365, Azure Fundamentals).
• 1-3 years of Service Desk, Help Desk, or Technical Support experience.