Service Desk Support Engineer

Genpact; Hyderabad; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

Genpact is seeking an experienced IT Service Desk Manager in Hyderabad to lead a high-performing team and drive incident resolution, request fulfillment, and SLA adherence across IT services. You will implement policy, governance, and continuous improvements while collaborating with key business and IT stakeholders.

The role requires 8+ years IT experience with 5+ years in service desk leadership, strong knowledge of Windows Server, Office 365, Active Directory, VPN, and ServiceNow.

Qualifications

• 8+ years IT experience and 5+ years in managing an IT service desk.
• Strong knowledge of Windows Server, Office 365, AD, VPN and networking.
• Experience with ServiceNow ticketing for incidents, changes and problems.
• Experience leading a service desk team and driving improvements.

Responsibilities

• Develop and Implement service desk and security fulfillment policies, process and procedures to support internal and external customers.
• Manage day to day activities of our service desk and direct the team according to the ITIL best practices.
• Establish, meet and report the agreed Service Levels (SLA) of incident resolution and request fulfillment.
• Continually improve the service desk delivery processes and constantly achieve higher service quality.
• Guide the team in resolving multi-level issues, developing our knowledge base, and providing a superior level of customer service.
• Ensure that communications to the key stakeholders are provided in a concise and timely manner.
• Manage the processing of incoming calls to the service desk via self-service portal, telephone and email to ensure timely, gracious and effective resolution of customer issues.
• Manage and process accounts provisioning requests through on-boarding of new employees AD accounts, Email Accounts, Instant Messenger accounts, and any applications specific accounts.
• Track and analyze trends in service desk requests and generate statistical reports to continuously improve our customer service experience.
• Manage the performance of level 1 and level 2 services & support to internal and external clients and ensure that service levels are achieved and customer expectations are met or exceeded.
• Responsible for ensuring staff are meeting and exceeding expectations in regards to performance, metrics/service levels and provide effective customer service.
• Train, coach and mentor service desk agents. Build and maintain the knowledge base and improve the same continuously.
• Generate and distribute the service desk metrics/KPIs to the key stakeholders on a weekly, monthly and as needed.
• Build and maintain a professional relationship with all the key business and IT stakeholders.
• Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as needed. Review survey feedback to improve services, tools and support experience.
• Bachelor's degree holders are preferred and ITIL Foundation is strongly preferred.

Skills

IT service desk management

8+ years IT experience

Team leadership

ServiceNow

Windows Server

Active Directory

Office 365

End point security

Education

Bachelor's degree preferred

ITIL Foundation certification – preferred

Tools

ServiceNow

Job description

Roles and Responsibilities:

• Develop and Implement service desk and security fulfillment policies, process and procedures to support internal and external customers.
• Manage day to day activities of our service desk and direct the team according to the ITIL best practices.
• Establish, meet and report the agreed Service Levels (SLA) of incident resolution and request fulfillment.
• Continually improve the service desk delivery processes and constantly achieve higher service quality.
• Guide the team in resolving multi-level issues, developing our knowledge base, and providing a superior level of customer service.
• Ensure that communications to the key stakeholders are provided in a concise and timely manner.
• Manage the processing of incoming calls to the service desk via self-service portal, telephone and email to ensure timely, gracious and effective resolution of customer issues.
• Manage and process accounts provisioning requests through on-boarding of new employees AD accounts, Email Accounts, Instant Messenger accounts, and any applications specific accounts.
• Track and analyze trends in service desk requests and generate statistical reports to continuously improve our customer service experience.
• Manage the performance of level 1 and level 2 services & support to internal and external clients and ensure that service levels are achieved and customer expectations are met or exceeded.
• Responsible for ensuring staff are meeting and exceeding expectations in regards to performance, metrics/service levels and provide effective customer service.
• Train, coach and mentor service desk agents. Build and maintain the knowledge base and improve the same continuously.
• Generate and distribute the service desk metrics/KPIs to the key stakeholders on a weekly, monthly and as needed.
• Build and maintain a professional relationship with all the key business and IT stakeholders.
• Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as needed. Review survey feedback to improve services, tools and support experience.

Skills Requirements:

• Total of 8+ years of IT experience and 5+ years’ experience in managing an IT service desk team
• Advanced technical support and troubleshooting skills in the following technologies:
• Windows Server 2008 R2/2012 R2, Office 365
• Desktop Hardware, Software and Operating System (Windows 7 & 10)
• Active Directory, VPN and Network systems/protocols.
• Printers, Virtual Desktops and End Point Security products (Anti-Virus, Encryption and DLP)
• Experience of using Service Now ticketing tool for managing incidents, changes and problems
• Excellent communications skills, both verbal and written.
• Excellent customer service skills
• Advanced service desk reporting skills – Prior experience of reporting automation skills is a plus
• Organized and capable of multi-tasking in a fast paced environment
• Prior experience of working/managing a service desk.
• Strong ability to work with a wide variety of end user personalities, and adjust communication methods where required
• Active listening, analytical skills and Problem solving skills
• Must meet work deadlines, have regular attendance, high level of confidentiality, unquestionable ethics and integrity, good interpersonal skills, ability to work with a team, and ability to organize, and prioritize
• Bachelor's degree - Preferred
• ITIL Foundation certification – Strongly Preferred