Hybrid Service Desk Analyst: AI-Driven Support

Genpact; Quezon City; Hybrid; PHP 320,000 - 420,000; Full time

Job summary

Genpact is driving AI-powered transformation and scalable digital innovations for global enterprises. This role operates in a hybrid work model, with responsibilities spanning Level 1 support, incident ownership, and proactive technical assistance.

You will troubleshoot software/hardware, document solutions, and provide timely customer service while maintaining security and privacy of systems and networks. Join 140,000+ problem-solvers.

Qualifications

• Experience in Level 1 support or service desk environments.
• Strong customer service orientation and ability to handle multiple tasks.
• Ability to communicate clearly and document issues for knowledge bases.

Responsibilities

• Provide Level 1 support and technical assistance for incoming queries.
• Troubleshoot software and hardware issues and perform upgrades.
• Document issues and solutions to Knowledge Management Repository.
• Maintain system security and privacy of networks and data.
• Take ownership of incidents from creation to closure.

Skills

Agile

BCP

IT Service Desk

Mac OS Support

Design Thinking

Collaboration Tools

Inclusion

Personal Effectiveness

Workplace Services

Engineering Services

Service Desk

Tools

ServiceNow

Knowledge Management Tool

Job description

Genpact is driving AI-powered transformation and scalable digital innovations for global enterprises. This role operates in a hybrid work model, with responsibilities spanning Level 1 support, incident ownership, and proactive technical assistance.

You will troubleshoot software/hardware, document solutions, and provide timely customer service while maintaining security and privacy of systems and networks. Join 140,000+ problem-solvers.