Analyst - Service Desk 5B

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

Analyst - 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

• Level 1 support
• Strong customer service orientation
• Demonstrated ability to handle multiple tasks with little to no forewarning
• Demonstrated ability to react quickly, lead and perform exceptionally during critical/catastrophic events
• Comprehend the issue, search on Knowledge Management Tool and communicate/narrate effectively
• Document & add new issues/solutions to Knowledge Management Repository
• Use of soft skills - Listen, Empathy, Courtesy etc.
• Utilize professional techniques to retain & delight customers.
• Provide quality service & resolve concerns efficiently & professionally
• Above all, take full ownership of the Incident from Creation to Closure
• Provide technical assistance and support for incoming queries and issues;
• 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;
• Offer timely technical support and teach users how to utilize systems effectively.

Qualifications

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

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)
• English (Required)
• Language Proficiency - Intermediate - B1
• Additional Job Location - Job Type Regular Master Skill List - Service Desk Remote Type - Hybrid Work Shift - Any (Philippines)

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.