Technical Associate - Service Desk 5A

Genpact Ltd.; Hyderabad; On-site; INR 300,000 - 600,000; Full time

Job summary

Genpact in Hyderabad seeks a Technical Associate - Service Desk to handle end-user inquiries, manage ServiceNow tickets, and ensure secure, reliable IT operations. The role involves learning multiple applications, producing user guides, and supporting QA for projects.

Qualifications include a B.E./B.Tech in computer-related fields and industry certifications; strong English communication and ITIL-like service mindset are valued. On-site work with a dynamic AI-focused tech environment awaits.

Qualifications

• Bachelor's degree in computer-related field.
• Strong IT service desk experience and user support.
• Knowledge of security best practices and IAM concepts.

Responsibilities

• 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.

Skills

IT Service Desk

Mac OS Support

Collaboration Tools

Design Thinking

Education

Bachelors - Computer Engineering

Bachelors - Database Management

Bachelors - Information Systems

Bachelors - Information Technology

Bachelors - Network Engineering

Tools

CCSP Certification

CISSP Certification

CompTIA Security+

ISO 27001 Lead Auditor

Azure Security Engineer

Job description

Technical Associate - Service Desk

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

• 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.

Qualifications

• Bachelors - Computer Engineering
• Bachelors - Database Management
• Bachelors - Information Systems
• Bachelors - Information Technology
• Bachelors - Network Engineering

Certifications

• Certified Cloud Security Professional (CCSP) - International Information System Security Certification Consortium (ISC²)
• Certified Information Systems Security Professional (CISSP) - Workforce Academy Online
• CompTIA Security+ - ComptiaComptia
• ISO 27001 Lead Auditor - IRCLASSIRCLASS
• Microsoft Certified: Azure Security Engineer Associate - MicrosoftMicrosoft

Required Skills

• Agile 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 Services Language English (Required)
• Language Proficiency - Proficient - C2
• Additional Job Location - Job Type Regular
• Master Skill List - Service Desk 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

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.

We're an agentic and advanced technology solutions company that runs mission-critical operations for the world’s leading companies, while building and deploying the agentic products and technology that power those operations. Our teams bring deep expertise to shape what AI can do and change how businesses actually run. Join us to build the career you want — and be on it because you'll be in it. At Genpact, your expertise grows because you're inside the work. Whether you build AI systems or bring deep knowledge of how businesses run, you'll work on real challenges that change how the world’s leading companies operate. There's a lot to learn here, and room to grow.