Service Desk Analyst

Genpact; Mumbai; On-site; INR 300,000 - 450,000; Full time

Job summary

Genpact in Mumbai, India seeks an IT Help Desk professional to provide end-user support via chat and tickets, resolve issues, and escalate when needed. You will assist with desktop operating systems, Microsoft Office, VPN/RDP, and teleconferencing tools to ensure smooth productivity for staff.

Responsibilities include configuring new workstations, printer support, and hardware setup, with emphasis on independent work and clear English communication.

Qualifications

• Excellent troubleshooting and analytical skills.
• Outstanding communication (phone/in-person) to support end-users.
• Can-do attitude and ability to work independently.
• Fluent in English (verbal and written).
• Proficient with Windows desktop/laptop OS and Office apps.
• Experience with AD/Azure Entra and basic network concepts.

Responsibilities

• Provide end-user support – responding to chats and tickets.
• Open, resolve and close tickets in the IT Help Desk System.
• Escalate issues to other IT groups as appropriate.
• Assist users with desktop OS and application software usage.
• Provide quotes for computer equipment purchases.
• New workstation configurations and setup.
• Printer and peripheral support including local/ network printers.
• Remote access support (VPN, RDP/RDS) and teleconference tools.

Skills

Troubleshooting

End-user support

Communication

English fluency

Windows OS

PC & printer setup

Active Directory

Azure/Entra

MS Office

Help Desk software

Independent work

Education

High School Diploma

Tools

Remote Desktop

VPN

Help Desk software

Job description

• Provide end-user support – responding to chats as well as tickets entered into the IT Help Desk System.
• Open, resolve and close tickets in the IT Help Desk System.
• Escalate issues to other IT groups as appropriate.
• Assist users with use of desktop operating systems and application software including, but not limited to, and subject to change:
• Desktop O/S – Windows / MacOS
• Microsoft Office (Outlook, Word, Excel, PowerPoint)
• Messaging support
• Software specific to
• Remote Desktop
• Spyware removal utilities
• Remote access support (VPN, VPN for RDP and RDS).
• Active Directory user and device administration.
• Workday connectivity and navigation, and name change support.
• Teleconference support, Teams and Zoom.
• Provide quotes to obtain approval for computer equipment purchases.
• Desktop, laptop and printer hardware support.
• New workstation configurations and setup.
• Peripheral Support including the following:
• Local and network printers
• Limited server and network/router troubleshooting/support.

Required Skills:

• Excellent troubleshooting and analytical skills
• Excellent communication (phone and in person) skills to effectively support end-users.
• Must have a ‘can do’ positive attitude.
• Must be able to fluently communicate in English (both verbal and written communication)
• Proficient with Windows desktop/laptop operating systems.
• Proficient with configurations and setup of PC’s, printers and Mobile devices.
• Working knowledge of Windows network operating system and Active Directory and Azure/Entra.
• Knowledge of MS Office (i.e., Outlook, Word, Excel, PowerPoint, Teams).
• Experience with Help Desk software.
• Ability to work independently.

Education:

• High School Diploma required
• Continuing education in technology-related courses a plus