Technical Associate - Service Desk 5A

Genpact; Hyderabad; On-site; INR 350,000 - 550,000; Full time

Job summary

Genpact in Hyderabad is seeking a Technical Associate for our Service Desk to provide frontline IT support across hardware, software, and network issues. You will handle ServiceNow tickets, coordinate content updates, and train users while collaborating with IT teams and vendors to maintain systems and data security.

The role offers hands-on learning, mentorship, and exposure to enterprise-grade AI-enabled IT workflows in a fast-moving environment.

Qualifications

• Bachelor's degree in a relevant field or equivalent.
• Work experience in IT service desk or support is preferred.
• Familiarity with ITIL/ITSM concepts is a plus.

Responsibilities

• Handle end-user enquiries and problems via the Service Desk.
• Manage tickets in ServiceNow queue and track resolution.
• Update and coordinate content in applications; provide user guidance.
• Train users and document FAQs or known issues in KB articles.
• Support IT projects with quality assurance and documentation.
• Install, configure, and maintain computer systems and peripherals.
• Troubleshoot hardware/software/network issues in a timely manner.
• Collaborate with IT teams and vendors to upgrade systems.
• Ensure data security and compliance with IT policies.

Skills

Agile

BCP

Collaboration Tools

Design Thinking

Engineering Services

Field Support

Inclusion

IT Service Desk

Mac OS Support

Personal Effectiveness

Workplace Services

Education

Bachelor's degree in Computer Engineering, Database Management, Information Systems, Information Technology, or Network Engineering

Tools

ServiceNow

Job description

Technical Associate - Service DeskReady 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• Commuting with end users to resolve enquiries & problems concerning the application/tool. • Responsible for all tickets within Service Now in the queue • Responsible for coordinating content update processes within application • Enthusiastically work closely with key 2rd level contacts to resolve issues • Learn a set of applications to be able to provide user guidance & training • Support documentation of FAQ or known issues via KB articles and user guides • Support project teams with system quality assurance • Provide technical support to end-users for hardware, software, and network-related issues; • Install, configure, and maintain computer systems, printers, and other peripherals; • Troubleshoot and resolve technical problems in a timely manner; • Collaborate with IT team members and vendors to implement and upgrade systems; • Assist in maintaining IT inventory and documentation; • Conduct user training on IT systems and applications as needed; • Ensure data security and compliance with IT policies and procedures.QualificationsBachelors - Computer Engineering, Bachelors - Database Management, Bachelors - Information Systems, Bachelors - Information Technology, Bachelors - Network EngineeringCertificationsCertified Cloud Security Professional (CCSP) - International Information System Security Certification Consortium (ISC²)International Information System Security Certification Consortium (ISC²), Certified Information Systems Security Professional (CISSP) - Workforce Academy OnlineWorkforce Academy Online, CompTIA Security+ - ComptiaComptia, ISO 27001 Lead Auditor - IRCLASSIRCLASS, Microsoft Certified: Azure Security Engineer Associate - MicrosoftMicrosoftRequired SkillsAgile Methodology, BIZ dedicated, Business Continuity Planning (BCP), Collaboration Tools, Design Thinking, Engineering Services, Field Support, Inclusion, IT Service Desk, Mac OS Support, Personal Effectiveness, Workplace ServicesLanguageEnglish (Required)Language Proficiency -Advanced - C1Additional Job Location -Job TypeRegularMaster Skill List -Service DeskRemote Type -OfficeWork Shift -Rotating (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 progressCome 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.Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.