Principal Consultant - Service Desk

Ready to 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 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 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 to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Principal Consultant - Service Desk

In this role, we are looking for a Candidate with experience in managing an IT service desk team.

Responsibilities :

• .Strong orientation to Technology Service Desk Operational prerequisite e.g., Metrics, KPI and associated reporting.
• .Manage day to day activities of our service desk and direct the team according to the ITIL best practices.
• .Establish, meet and report the agreed Service Levels (SLA) of incident resolution and request fulfilment.
• .Continually improve the service desk delivery processes and constantly achieve higher service quality.
• .Guide the team in resolving multi-level issues, developing our knowledge base, and providing a superior level of customer service.
• .Ensure that communications to the key stakeholders are provided in a concise and timely manner.
• .Manage the processing of incoming calls to the service desk via self-service portal, telephone and email to ensure timely, gracious and effective resolution of customer issues.
• .Strong Customer Centric and Interpersonal skills to both drive the team also individually able to demonstrate in dealing the customer escalations.
• .Track and analyse trends in service desk requests and generate statistical reports to continuously improve our customer service experience.
• .Manage the performance of level 1 support to internal and external clients and ensure that service levels are achieved and customer expectations are met or exceeded.
• .Responsible for ensuring staff are meeting and exceeding expectations in regard to performance, metrics / service levels and provide effective customer service.
• .Train, coach and mentor service desk agents. Build and maintain the knowledge base and improve the same continuously.
• .Generate and distribute the service desk metrics / KPIs to the key stakeholders on a weekly, monthly and as needed.
• .Build and maintain a professional relationship with all the key business and IT stakeholders.
• .Manage business relationships with Service Desk stake holders to guide and influence successful delivery of service in accordance with service level agreements / contracts / user experience / leadership guidance
• .Develop daily, weekly, and monthly reports on help desk team's productivity
• .Knowledge Management of various documentation to drive operational efficiency

Qualifications we seek in you!

Minimum qualifications.

Preferred Qualifications

Why join Genpact

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters : Up.

Let's 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 %27starter kit,%27 paying to apply, or purchasing equipment or training.