Hybrid Service Desk Analyst: AI-Driven Tech Support

BrightClaim; Muntinlupa; Hybrid; PHP 335,000 - 614,000; Full time

Job summary

Genpact is seeking an Analyst - Service Desk in a hybrid setup in Muntinlupa. The role focuses on Level 1 support, rapid issue diagnosis, and strong customer service. You will document solutions, maintain knowledge bases, and handle incidents from creation to closure while collaborating with global teams.

The position emphasizes proactive communication, ownership of incidents, and the ability to work in a fast-moving, innovation-driven environment focused on AI-enabled transformation.

Qualifications

• Experience in Level 1 support and customer service.
• Ability to handle multiple tasks with little forewarning.
• Ability to react quickly and perform during critical events.

Responsibilities

• Provide Level 1 support and customer service.
• Document and add new issues/solutions to Knowledge Management Repository.
• Troubleshoot software and hardware problems and perform upgrades.

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

Education

Professional Customer Service - SMG/KRC Poland Human Resources

ServiceNow Certified Application Developer - ServiceNow

STI Certified Call Center Professional (CCCP) - Cornerstone

Tools

Knowledge Management Tool

Job description

Genpact is seeking an Analyst - Service Desk in a hybrid setup in Muntinlupa. The role focuses on Level 1 support, rapid issue diagnosis, and strong customer service. You will document solutions, maintain knowledge bases, and handle incidents from creation to closure while collaborating with global teams.

The position emphasizes proactive communication, ownership of incidents, and the ability to work in a fast-moving, innovation-driven environment focused on AI-enabled transformation.