Consultant - Service Desk

Genpact NYSE G is a global professional services and solutions firm delivering outcomes that shape the future Our 125 000 people across 30 countries are driven by our innate curiosity entrepreneurial agility and desire to create lasting value for clients Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises including the Fortune Global 500 with our deep business and industry knowledge digital operations services and expertise in data technology and AI Inviting applications for the role of Consultant - Service Desk In this role you will be responsible to evaluate and improve the functionality of our end-user IT systems and applications We require you to have solid IT system analysis knowledge and expertise to succeed as a service desk analyst at our company Responsibilities o Provide first-level technical support to end-users via phone email Chat or in-person o Log all incidents and service requests in the service desk ticketing system and ensure timely updates closure of tickets o Evaluate and prioritize incidents based on impact and urgency and take necessary actions to meet established service level agreements SLAs o Assisting users in understanding and effectively using IT services o Troubleshoot resolve issues referring to the knowledge articles dispatch unresolved issues to L2 L3 teams o Service Desk resource should possess strong expertise on below break fix issues Mobile Device Management Internet browsers Internet Explorer Chrome Safari Wireless Network Printer Desktop Laptop Operating System Windows latest versions Standard Office Suite o Administer user accounts and access privileges in the organization s identity management system o Create and maintain documentation related to service desk procedures troubleshooting guides and end-user training manuals o Communication with customers as required keeping them informed of incident progress notifying them of impending changes or agreed outages Qualifications we seek in you Minimum Qualifications Skills Graduate Preferably in Computer Science Information Systems or related field Basic understanding of IT infrastructure and technologies Problem solving troubleshooting abilities Preferred Qualifications Skills Excellent communications skills verbal and written Knowledge on ITIL Framework and Terminologies Should have Global support experience Good understanding on MAC OS Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief *** age national origin citizenship status marital status military veteran status genetic information ****** 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 For more information visit www genpact com Follow us on Twitter Facebook LinkedIn and YouTube 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 traini