Lead Consultant – Service Desk

Ready to build the future with AI

At Genpact we dont just keep up with technologywe set the pace. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to 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 whats possible this is your moment.

Genpact (NYSE : G) is anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.

Inviting applications for the role of Lead Consultant Service Desk

A Service Desk role involves providing technical support ( Phone / chat / email Self-service )and resolving IT-related issues to ensure smooth business operations and monitoring the infrastructure.

Responsibilities

Handle the issues / request reported through various ticketing tool within agreed SLAs

Should handle Voice and Non-Voice tickets simultaneously.

Advanced understanding of technology hardware including desktop computers laptops tablets printers projectors and scanners.

Troubleshoots and resolves minor wireless network switch or printer issues; escalates major issues (wireless network etc.) to information technology (IT) infrastructure technical teams

Working knowledge of PC / LAN application software including Office 365 and Internet browsers (Internet Explorer Chrome Safari)

Set up and configure computer systems.

Troubleshooting issues related to MDM OS Standard Office Suite and Browsers.

Second level support to Desktops Laptops Thin Clients Printers Scanners and Multi-Function Devices.

Trouble shooting issues related to business specific applications.

User provisioning of various business applications(ERP)

Support New Transitions Ramp Ups / Downs Business migrations / Site Consolidations Projects.

Knowledge Management Ensure the Knowledge Articles are used on all issues.

Install and configure computer hardware operating systems and applications.

Follow IT Infrastructure Library (ITIL) framework for incident and request management.

Record and track incidents and service requests in JIRA ensuring proper documentation and updates throughout the lifecycle.

Work closely with Level 2 and Level 3 teams for complex issues ensuring seamless handoffs and clear communication.

Monitoring

Continuously monitor servers applications networks and infrastructure using monitoring tools

Receive acknowledge and document alerts or warnings generated by monitoring tools.

Perform basic troubleshooting steps such as restarting services checking logs or verifying connectivity.

Perform scheduled health checks of systems and infrastructure.

Report monitoring tool anomalies or gaps and suggest improvements.

Qualifications we seek in you!

Minimum Qualifications

Bachelors Degree required. Preferably in Computer Science Information Systems or related field.

Strong domain knowledge and technical orientation.

Knowledge of OS MDM and Office Issues.

Preferred Qualifications / Skills

Customer Service and Problem-Solving attitude.

Good communications skills in English.

Should be able to deliver on tight timelines.

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 careerGain hands-on experience world-class training mentorship and AI certifications to advance your skills

Grow with the best Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace

Committed to 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 to fuel progress

Come join the 140000 coders tech shapers and growth makers at Genpact and take your career in the only direction that matters : Up.

Lets build tomorrow together.

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.

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

Required Experience :

Contract

Key Skills

Editorial,Catering,B2C,Camp,Computer Engineering

Employment Type : Full-Time

Experience : years

Vacancy : 1