Genpact Hiring Analyst Service Desk (Hyderabad) | ₹5-8 LPA

Analyst - Service Desk

Genpact is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world's leading enterprises.

Job Description

• Provide Level 1 support
• Strong customer service orientation
• Ability to handle multiple tasks with little to no forewarning
• React quickly, lead and perform exceptionally during critical/catastrophic events
• Comprehend the issue, search on Knowledge Management Tool and communicate effectively
• Document and add new issues/solutions to Knowledge Management Repository
• Use soft skills: listen, empathy, courtesy, etc.
• Utilize professional techniques to retain and delight customers
• Provide quality service and resolve concerns efficiently and professionally
• Take full ownership of the Incident from Creation to Closure
• Provide technical assistance and support for incoming queries and issues
• Troubleshoot software and hardware problems
• Install and configure software and hardware
• Perform system upgrades
• Monitor and maintain computer systems and networks
• Ensure security and privacy of systems and networks
• Offer timely technical support and teach users how to utilize systems effectively

Qualifications

Bachelor's degree in Computer Engineering, Database Management, Information Systems, Information Technology, or Network Engineering.

Certifications

Professional Customer Service - SMG/KRC Poland Human Resources, ServiceNow Certified Application Developer, STI Certified Call Center Professional (CCCP).

Required Skills

Agile Methodology, Business Continuity Planning (BCP), Collaboration Tools, Design Thinking, Engineering Services, Field Support, Inclusion, IT Service Desk, Mac OS Support, Personal Effectiveness, Workplace Services.

Language

English (Required), Proficiency: C2.

Work Shift

Any (India).

Why join Genpact?

• Lead AI-powered transformation: Drive innovation and solve real-world business challenges that matter.
• Make an impact: Help global enterprises solve business challenges that matter.
• Accelerate your career: Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead.
• Work with the best: Join 140,000+ bold thinkers and problem-solvers who push boundaries every day.
• 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.

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.