Sr. Analyst - Service Desk S 4B

1401 Genpact India Pvt. Ltd.; Mumbai; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Genpact India Pvt. Ltd. is seeking a Sr. Analyst - Service Desk to lead ITSM tool implementation, monitor KPIs, and guide incident, problem, and change management efforts. The role focuses on service excellence and continuous improvement across cross-functional teams.

Ideal candidates bring ITIL knowledge, strong communication, and hands-on experience with IT service desks, platforms, and documentation to support global clients from Mumbai offices.

Qualifications

• Bachelors in Computer Engineering, DB Management, Information Systems, IT or Networking fields.
• ITIL Foundation certification required or equivalent.
• Experience with ITSM processes, incident, problem and change management.

Responsibilities

• Lead the implementation, configuration, and enhancement of ITSM tools and processes.
• Monitor service levels and KPIs to ensure SLAs and continuous improvement.
• Provide guidance in incident management, problem resolution, and change management.
• Collaborate with cross-functional teams to drive IT service excellence.
• Conduct trend and root-cause analysis to identify opportunities for service improvement.
• Develop and maintain ITSM documentation including policies and procedures.

Skills

Agile Methodology

Client Relations

Collaboration Tools

Design Thinking

Executive Presence

IT Service Desk

Mac OS Support

Personal Effectiveness

Storytelling

Workplace Services

Education

Bachelor - Computer Engineering

Bachelor - Database Management

Bachelor - Information Systems

Bachelor - Information Technology

Bachelor - Network Engineering

ITIL Foundation Certification

Job description

Sr. Analyst - Service Desk S 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

• Lead the implementation, configuration, and enhancement of ITSM tools and processes;
• Monitor service levels and KPIs to ensure compliance with SLAs and continuous improvement;
• Provide guidance and support in incident management, problem resolution, and change management processes;
• Collaborate with cross-functional teams to drive process improvements and IT service excellence;
• Conduct trend analysis and root cause analysis to identify opportunities for service improvement;
• Develop and maintain ITSM documentation, including policies, procedures, and work instructions.
• Lead the implementation, configuration, and enhancement of ITSM tools and processes;
• Monitor service levels and KPIs to ensure compliance with SLAs and continuous improvement;
• Provide guidance and support in incident management, problem resolution, and change management processes;
• Collaborate with cross-functional teams to drive process improvements and IT service excellence;
• Conduct trend analysis and root cause analysis to identify opportunities for service improvement;
• Develop and maintain ITSM documentation, including policies, procedures, and work instructions.

Qualifications

• Bachelors - Computer Engineering
• Bachelors - Database Management
• Bachelors - Information Systems
• Bachelors - Information Technology
• Bachelors - Network Engineering
• Certifications ITIL Foundation - AxelosAxelos

Required Skills

• Agile Methodology
• BIZ dedicated
• Business Continuity Planning (BCP)
• Client Relations
• Collaboration Tools
• Design Thinking
• Engineering Services
• Executive Presence
• Field Support
• Inclusion
• IT Service Desk
• Mac OS Support
• Personal Effectiveness
• Storytelling
• Workplace Services

Additional Requirements

• Language English (Required)
• Language Proficiency - Intermediate - B1

Job Locations & Details

• Additional Job Location
• Job Type Regular
• Master Skill List - Service Desk S
• Remote Type - Office Work
• Shift - Any (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.