Overview
Job Description
As an Analyst in the Service Desk, you will provide Level 1 support and ensure a strong customer service orientation. You will handle multiple tasks with little to no forewarning and react quickly, leading and performing exceptionally during critical or catastrophic events.
Your responsibilities include comprehending issues, searching the Knowledge Management Tool, and communicating effectively. You will document new issues and solutions in the Knowledge Management Repository and use soft skills such as listening, empathy, and courtesy to retain and delight customers.
You will provide quality service, resolve concerns efficiently and professionally, and take full ownership of incidents from creation to closure. Additionally, you will provide technical assistance for incoming queries, troubleshoot software and hardware problems, install and configure systems, perform upgrades, monitor and maintain computer systems and networks, ensure security and privacy, and offer timely technical support while teaching users 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, or STI Certified Call Center Professional (CCCP) are preferred.
Required Skills
- Agile Methodology
- BIZ dedicated
- 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), Advanced - C1 proficiency.
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Education Requirements
- Bachelor's degree in Computer Engineering, Database Management, Information Systems, Information Technology, or Network Engineering
Eligible Batch Years
Genpact
Genpact is a global professional services firm that focuses on delivering digital transformation through process innovation and technology. Founded in 1997 as a business unit within General Electric, it became an independent company in 2005 and has since grown into a multinational corporation with a strong presence across industries such as banking, financial services, healthcare, manufacturing, and consumer goods. With over 100,000 employees operating in more than 30 countries, Genpact leverages data, analytics, AI, and design thinking to help clients streamline operations, enhance customer experiences, and drive business growth.
The company's mission is to help businesses make the right decisions through intelligent operations and digital solutions. Genpact is recognized for its expertise in business process management (BPM), consulting, and technology-enabled services, and has built a reputation for delivering measurable outcomes. Recent achievements include expanding its AI-driven platforms, strengthening partnerships with cloud providers, and being consistently ranked among top outsourcing and transformation service providers globally.
Company Details
Connect With Us
Websitegenpact.com