Process Associate - Service Desk L1
- Genpact
- 0 - 1 years
- Hyderabad
- 2 months ago
- Email to a friend
- Report this job
Job Description
Inviting applications for the role of Process Associate - Service Desk L1
This role entails providing initial troubleshooting and technical assistance to end-users, ensuring prompt resolution of their technical concerns. They serve as the frontline support for addressing hardware, software, and network-related issues, delivering quality customer service and maintaining accurate documentation.
Process Details
- Type: Voice Process
- Project: Australian Process
- Work Timings:
- Shift 1: Starts from 10:00 PM IST
- Shift 2: Starts from 5:00 AM IST
- Cab Facility: As per Genpact Policy and not specific to the project
- Work Model: Hybrid (3 days from office)
Work Location: Genpact, Hyderabad- Hafeezpet (Mandatory)
Role & responsibilities
Assist end users through Phone, chat & Web tickets, addressing their queries and concerns promptly.
Update and maintain the log notes in the ticketing tool to provide a comprehensive history of customer interactions.
Actively resolve tickets by selecting appropriate resolution categories in the ticketing tool.
Actively troubleshoot hardware, operating system (OS), standard office suite, and browser-related issues.
Provide hardware support for desktops, laptops, and mobile phones, offering first-level assistance for printers.
Actively troubleshoot applications and demonstrate foundational proficiency in diagnosing and resolving issues related to mobile devices.
Qualifications we seek in you!
Minimum Qualifications
Graduate in any stream
Utilize soft skills such as active listening, demonstrating empathy, and showing courtesy to enhance customer interactions and support experiences.
Ability to speak to a non-technical audience about technical problems
Efficiently multitasks to handle multiple customer inquiries and technical issues simultaneously.
Preferred Qualifications/ Skills
Good communication skills
Demonstrate proficiency in the following technical skills:
PC/Laptop
Basic Networking
Chrome, Edge & Mozilla Firefox
Operating systems
MS Office 2016
Why join Genpact?
Lead AI-first transformation Build and scale AI solutions that redefine industries
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your career, gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills
Grow with the best Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace
Committed to ethical AI Work in an environment where governance, transparency, and security are at the core of everything we build
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
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets 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 'starter kit,' paying to apply, or purchasing equipment or training.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: GenpactLocation(s): Hyderabad
Keyskills: Technical Voice Process International Voice International Voice Process Service Desk Management IT Helpdesk IT Service Desk Voice
Similar positions
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in