Genpact is Hiring Service Desk Agents
- Genpact
- 2 - 4 years
- Hyderabad
- 4 months ago
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Job Description
- Perform troubleshooting activities on operating systems and applications including, by way of examples but not limited to:
o MS Operating Systems
o Productivity Suites MS Office (earlier as well as later versions)
o All commonly available "Off the Shelf" applications.
o Handle tickets related to IE, Network, VPN and related issues.
o Basic troubleshooting of PCs, printers, scanners and fax machines.
o Troubleshoot incidents on mobile devices like Android and iPhone.
o Comprehend the issue, search in Knowledge Management tool and communicate/narrate effectively.
o Windows Live meetings
- Facilitate Service Requests such as IMACs and dispatch to appropriate resolver group within the organization or a third-party vendor pursuant to the Standard Operating Procedures for resolution.
- Prepare daily reports; enter tickets and/or update the Service Desk ticket tracking management software.
- Interact with all the appropriate departments within IT in order to identify problems and/or restore the service.
- Document and maintain IT Service Desk related Standard Operating Procedures.
- Maintain the appropriate service level agreement (SLA) on all tickets.
- Accurately classify and document incidents and service requests.
- Monitor and address tickets coming through self-service portal.
- Establish and maintain excellent rapport with external customers.
- Identify and learn appropriate software/hardware used by the organization.
- Provide end-to-end user support by following up with end user to confirm the ticket resolution/closure. Service Desk experience in PC software and hardware support in a corporate environment.
- Familiar with ITIL framework.
- Experience of administration and troubleshooting of Microsoft Operating Systems viz. Windows 7, Windows 8 and Windows 10.
- Expertise in Active Directory administration, including creation of domain/exchange accounts.
- Excellent troubleshooting skills.
- Good interpersonal skills and attention to customer service.
- Ability to work effectively in a fast-paced environment.
- Ability to communicate effectively.
- 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.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: Problem ManagementEmployement Type: Full timeContact Details:
Company: GenpactLocation(s): Hyderabad+ View Contact
Keyskills: Incident Management Service Desk ITIL
Fraud Alert to job seekers!
₹ 4-9 Lacs P.A
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