Technical Associate - Service Desk L1

Genpact (NYSE : G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Technical Associate - Service Desk L1

Responsibilities

• Handle the issues / request reported through various ticketing tool within agreed SLA’s
• Should handle Voice and Non-Voice tickets simultaneously.
• Responsible for executive leadership and Board members IT support.
• 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 Up’s / Down’s, Business migrations / Site Consolidations Projects.
• Support Infra Projects (Refresh / Upgradations / Migrations / New Technology Rollout)
• Knowledge Management – Ensure the Knowledge Articles are used on all issues.
• Provide Hands and Feet support to other IT Teams for any scheduled activities.
• Install and configure computer hardware, operating systems, and applications.

Qualifications we seek in you!

Minimum Qualifications

Preferred Qualifications / Skills