AI-Powered Service Desk Analyst (Hybrid, Philippines)

1901 Genpact Services LLC (Philippines branch); Muntinlupa; Hybrid; PHP 360,000 - 540,000; Full time

Job summary

Genpact in the Philippines is seeking an Analyst - Service Desk to deliver Level 1 technical support with a strong focus on customer service and rapid incident handling. You will interpret user issues, consult the knowledge base, and escalate where needed while maintaining a professional, empathetic approach.

The role requires handling multiple tasks, preserving system security, and providing end-to-end support from incident creation to closure in a hybrid work environment in Metro Manila.

Qualifications

• Bachelors - Computer Engineering
• Bachelors - Database Management
• Bachelors - Information Systems
• Bachelors - Information Technology
• Bachelors - Network Engineering
• Certifications Professional Customer Service - SMG/KRC Poland Human Resources
• ServiceNow Certified Application Developer - ServiceNow
• STI Certified Call Center Professional (CCCP) - Cornerstone

Responsibilities

• Level 1 support
• Strong customer service orientation
• Handle multiple tasks with little forewarning
• React quickly, lead and perform during critical events
• Understand issues, search Knowledge Management Tool, communicate clearly
• Document and add new issues/solutions to Knowledge Management Repository
• Use soft skills - Listen, Empathy, Courtesy
• Provide quality service and resolve concerns efficiently
• Own incidents from creation to closure
• Provide technical assistance and support for queries
• Troubleshoot software and hardware problems
• Install and configure software and hardware
• Perform system upgrades
• Monitor and maintain computer systems and networks
• Ensure security and privacy of systems and networks
• Teach users how to utilize systems effectively

Skills

Agile Methodology

Biz dedicated

Business Continuity Planning

Collaboration Tools

Design Thinking

Engineering Services

Field Support

Inclusion

IT Service Desk

Mac OS Support

Personal Effectiveness

Workplace Services

English

English Proficiency B1

Education

Computer Engineering

Database Management

Information Systems

Information Technology

Network Engineering

Tools

ServiceNow

ServiceNow Certified Application Developer

CCCP Certification

Job description

Genpact in the Philippines is seeking an Analyst - Service Desk to deliver Level 1 technical support with a strong focus on customer service and rapid incident handling. You will interpret user issues, consult the knowledge base, and escalate where needed while maintaining a professional, empathetic approach.

The role requires handling multiple tasks, preserving system security, and providing end-to-end support from incident creation to closure in a hybrid work environment in Metro Manila.