Technical Associate - Workplace Services 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 Technical Associate Workplace Services Service Desk

Candidate with experience in PC software and hardware support in a corporate environment responsible for administration and troubleshooting of Microsoft Operating Systems viz. Windows 7, Windows 8, Windows 10 and IOS devices.
Responsibilities
Installation, configuration troubleshooting of Windows server 2012, 2016, 2019.
Responsible for patching Windows Servers using SCCM.
Certain responsibilities related to Level 2 End User Support are identified briefly below:
9x5 Level 2 End user support through for hardware issues.
Provide hardware support and resolution
Provide Incident, query and service request management and monitoring (incl. escalation)
Initial remote desktop support, user access management, password reset, Windows and OS support, etc.
Advanced Troubleshooting: Diagnoses, troubleshoot, and resolve technical issues related to hardware, software, network, and system performance
Resolve complex and escalated technical issues related to hardware, software, operating systems (Windows, macOS), and networking.
Perform root cause analysis (RCA) and propose long-term solutions to recurring problems.
Desktop Support: Provide comprehensive support for laptops, mobile devices, and peripherals across Windows, and MacOS environments.
Endpoint Management: Manage enterprise-wide systems for endpoint configuration (e.g. Jamf, Intune).
Infrastructure Support: Collaborate with systems, network, and security teams to address issues affecting IT infrastructure, such as server access, Active Directory, VPN, and cloud services.
Provide support for virtual environments (e.g., VMware, Hyper-V, Cloud PC).

Software and Application Support: Install, configure, and maintain company-approved software, including enterprise applications, collaboration tools, and productivity suites.
Hardware Support: Manage and support company devices, laptops, printers, and other hardware. Assist with hardware repairs and replacements as needed.
Asset Management: Maintain an up-to-date inventory of IT equipment and software licenses.
Onboarding/Offboarding: Assist with IT setup for new hires, including provisioning accounts, devices, and access permissions. Decommission and recover assets during offboarding.
Network Troubleshooting: Support end-users in resolving connectivity issues (LAN/WAN/Wi-Fi) and collaborate with the network team for escalations.
Documentation: Create and maintain knowledge base articles, troubleshooting guides, and standard operating procedures (SOPs).
Customer Service: Provide timely and professional support to employees, ensuring high levels of customer satisfaction.
IT Projects: Participate in IT infrastructure upgrades, deployments, and company-wide initiatives.
Security and Compliance: Ensure compliance with IT policies and security standards by configuring and monitoring endpoint protection tools.
Assist with vulnerability assessments and remediation efforts.
Mentoring and Support: Provide guidance and training to Tier 1 support staff.
Serve as the final escalation point for all unresolved technical issues.
Customer Service: Deliver high-quality support with a focus on responsiveness, accuracy, and customer satisfaction.
Engage with stakeholders to understand and address their technical needs proactively.
Qualifications we seek in you
Minimum Qualifications / Skills
College diploma or university degree in the field of computer science.
Preferred Qualifications/ Skills
Software and Hardware Troubleshooting
Good knowledge of latest windows OS
Good communication skills
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 productivity suites.
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.
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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
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.