Consultant - IT OPS

genpact; Hyderabad City Taluka; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A leading technology and services company in Pakistan is seeking a Consultant - IT OPS to manage incidents and provide excellent customer support in a fast-paced environment. The ideal candidate has experience in service desk operations, troubleshooting skills with Microsoft Operating Systems, and a Master's degree. This role offers growth in AI-driven innovations and technology solutions.

Benefits

AI certifications

Mentorship from top experts

Dynamic workplace

Qualifications

• Service Desk experience in corporate PC software and hardware support.
• Familiar with ITIL framework.
• Experience in troubleshooting Microsoft Operating Systems.

Responsibilities

• Manage incidents in the ticketing system.
• Troubleshoot operating systems and applications.
• Prepare daily reports and maintain SLAs.

Skills

Service Desk experience

Excellent troubleshooting skills

Interpersonal skills

Education

Master’s degree in a relevant field

Tools

Microsoft Operating Systems

Active Directory

Job description

Ready build the future with AI?

At Genpact, we don’t just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions help global enterprises work smarter, grow faster, and transform at scale. From large-scale models 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 advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting‑edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI create tomorrow, today.

Inviting applications for the role of Consultant - IT OPS

In this role, you will manage incidents by registering, routing, tracking, and closing them in the ticketing system. You will troubleshoot operating systems, applications, and devices, handle service requests, prepare reports, maintain procedures, and ensure excellent customer rapport while adhering to service level agreements.

Responsibilities

• Incident Management – Including registration, routing, tracking and closure of Incidents in the Ticketing System.
• Perform troubleshooting activities on operating systems and applications including, by way of examples but not limited to:
  • MS Operating Systems
  • Productivity Suites – MS Office (earlier as well as later versions)
  • All commonly available for "Off the Shelf" applications.
  • Handle tickets related to IE, Network, VPN, and related issues.
  • Basic troubleshooting of PCs, printers, scanners and fax machines.
  • Troubleshoot incidents on mobile devices like Android and iPhone.
  • Comprehend the issue, search in the Knowledge Management tool and communicate/narrate effectively.
  • Windows Live meetings
• Facilitate Service Requests such as IMACs and dispatch appropriate resolver group within the organization or a third‑party vendor pursuant to the Standard Operating Procedures for resolution.
• Prepare daily reports; enter tickets and/or update the ServiceDesk ticket tracking management software.
• Interact with all the appropriate departments within IT in order to identify problems and/or restore the service.
• Document and maintain IT Service Desk related to Standard Operating Procedures.
• Maintain the appropriate service level agreement (SLA) on all tickets.
• Accurately classify and document incidents and service requests.
• Monitor and address tickets coming through a self‑service portal.
• Establish and maintain excellent rapport with external customers.
• Identify and learn appropriate software/hardware used by the organization.
• Provide end‑to‑end user support by following up with end user confirm the ticket resolution/closure.

Minimum Qualifications

• Service Desk experience in PC software and hardware support in a corporate environment.
• Familiar with the ITIL framework.
• Experience of administration and troubleshooting of Microsoft Operating Systems viz. Windows 7, Windows 8, and Windows 10.
• Expertise in Active Directory administration, including creation of domain/exchange accounts.
• Excellent troubleshooting skills.
• Good interpersonal skills and attention to customer service.
• Ability to work effectively in a fast‑paced environment.
• Ability to communicate effectively.
• Ability to effectively prioritize incidents and service requests.
• Ability to work flexible hours based on business demands – and on‑call support in off business hours and on weekends, as necessary.

Preferred Qualifications/ Skills

• Master’s degree in a relevant field.
• Networking Certification
• Exposure automation, gen AI, or chatbot tools.

Why join Genpact?

• Lead AI‑first transformation – Build and scale AI solutions that redefine industries
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career—Gain hands‑on experience, world‑class training, mentorship, and AI certifications advance your skills
• Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast‑moving workplace
• Committed ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build
• Thrive in a values‑driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas fuel progress

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard trace, 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 creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Furthermore, please note that Genpact does not charge fees process job applications and applicants are not required pay participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying apply, or purchasing equipment or training.