Service Desk Executive - -IT Support Center - Process Associate

IT-SC-06 Sr. Coord-IT Support Center - Process Associate -

Location : Hyderabad

Work from office

Shift - 4pm to 8am rotational

If interested please share CV to Pelluru.vikhil1@genpact.com

Responsibilities

• 24x7 Level 1 IT Service Desk support through Phone, Chat, Email, Voicemail & Web (Self-service)
• 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.
• 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

Qualifications we seek in you!

Minimum Qualifications / Skills

• Must have a technology and service desk background 
• Graduate in any stream
• ITIL certification
• Multitasking skills. 
• Ability to pay attention to detail. 

Preferred Qualifications/ Skills

• 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.