Technical Associate - L1 Service Desk
- Genpact India
- 2 to 5 Yrs
- Hyderabad
- 4 years ago
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Job Description
Technical Associate - Service Desk/Operations
- 24x7 Level 1 IT Service Desk support through Phone, Chat, Email & Web (Self-service)
- Provide Incident, query and service request management and monitoring (incl. escalation)
- Basic Knowledge of MAC Operating system & troubleshooting
- Initial remote desktop support, user access management, password reset, account unlocks, VPN issues, Microsoft Issues, Internet, Soft & Hardware Issues, Windows and OS support, etc.
- Review and Maintain internal Service Desk Support/knowledge Base
- Implement and Maintain self-service/self-help resources and services
- Report on known outage and service impacts
- Comprehend the issue, search on Knowledge Management Tool and communicate/narrate effectively
- Use of soft skills - Listen, Appreciation, Courtesy etc.
- Utilize professional techniques to retain & delight customers.
- Provide quality service & resolve concerns efficiently & expertly
- Above all, take full ownership of the Incident from Creation to Closure
Qualifications we seek in you
Minimum Qualifications- Graduate in any stream
- Graduate in any stream
- Familiar with ITIL framework.
- Beginning to intermediate knowledge of administration and troubleshooting of Microsoft Operating Systems viz. Windows 7, Windows 8 and Windows 10.
- Beginning to intermediate knowledge of installation and troubleshooting of the following software suites: Adobe, Microsoft Office, and other efficiency suites.
- Expertise in Active Directory administration, including creation of domain/exchange accounts.
- Excellent troubleshooting skills.
- Ability to work effectively in a fast-paced environment.
- Ability to effectively prioritize incidents and service requests.
- Ability to work in flexible hours based on business demands and on-call support in off business hours and on weekends, as necessary.
- Good written and presentation / verbal communication skills with experience of customer interfacing role. In-depth requirement understanding skills with good analytical and problem-solving ability, interpersonal efficiency, and positive attitude
- Excellent customer facing skills that include conducting compelling technical briefing & demonstrations including issues, status reports and resolving impediments.
- Good communication skills
- Should understand below Technical Skills:
- Basic Networking
- Win NT/2000
- MS Office 2007, 2010
- IE6 & IE8
- OS - WinXP, Win7, Win 10
- Outlook 2007, 2010, 2016
- PC/Laptop/Handheld/Printers
Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: Technical Support / HelpdeskFunctional Area: Not ApplicableRole/Responsibilies: Technical Associate - L1 Service DeskContact Details:
Company: Genpact IndiaLocation(s): Hyderabad+ View Contact
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Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
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