Service Desk Engineer

Genpact; Hyderabad; On-site; INR 260,000 - 380,000; Full time

Job summary

Genpact in Hyderabad is seeking an IT Service Desk specialist to provide Level 1/2 support, handle incidents, requests, and remote troubleshooting. You will manage incidents, queries and service requests while ensuring timely resolution.

Responsibilities include initial remote desktop support, user access management, password reset, and OS support across Windows platforms. A knowledge base role and self-service resources are part of daily tasks in a fast-paced environment.

Qualifications

• College diploma or university degree in the field of computer science.
• Relevant work experience.

Responsibilities

• Provide Level 1 and Level 2 IT Service Desk support via phone, chat, email, and web.
• Handle incident, query and service request management and monitoring (incl. escalation).
• Initial remote desktop support, user access management, password reset, Windows and OS support.
• Review and maintain internal Service Desk knowledge base.
• Implement and maintain self-service resources and services.
• Report on known outages and service impacts.

Skills

IT Service Desk

Windows OS

Password resets

Remote support

Education

College diploma in CS

Tools

Active Directory

Microsoft Office

Windows Admin

Job description

Responsibilities

Certain responsibilities related to Level 1 and Level 2 Service Desk Support are identified briefly below:

• 24x7 Level 1 IT Service Desk support through Phone, Chat, Email, Voicemail & Web (Self-service)
• Provide Incident, query and service request management and monitoring (incl. escalation)
• Initial remote desktop support, user access management, password reset, Windows and OS support, etc.
• Review and Maintain internal Service Desk Support/knowledge Base
• Implement and Maintain self-service/self-help resources and services
• Report on known outage and service impacts

Location Hyderabad (Uppal)

"Looking for Immediate Joiners"

Qualifications

Minimum qualifications

• College diploma or university degree in the field of computer science.
• Relevant work experience

Preferred qualifications

• Good communication skills
• Familiar with ITIL framework.
• Beginning to intermediate knowledge of administration and troubleshooting of Microsoft Operating Systems viz. Windows 7, Windows 8 and Windows 10.
• Beginning to intermediate knowledge of installation and troubleshooting of the following software suites: Adobe, Microsoft Office and other productivity suites.
• Expertise in Active Directory administration, including creation of domain/exchange accounts.
• Excellent troubleshooting skills.
• Good interpersonal skills and attention to customer service.
• Ability to work effectively in a fast-paced environment.
• Ability to communicate effectively.
• Ability to effectively prioritize incidents and service requests.
• Ability to work in flexible hours based on business demands and on-call support in off business hours and on weekends, as necessary.