Technical Associate - Service Desk

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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 - Service Desk
We are seeking highly motivated and skilled individuals to join our Service Desk team providing 24x7 support to end-users. This role will primarily focus on troubleshooting and resolving technical issues for users via multiple support channels including email, chat, ticketing tool (JIRA), and MS Teams.

Responsibilities
Handle the issues/request reported through various ticketing tool within agreed SLA s
Should handle Voice and Non-Voice tickets simultaneously.
Advanced understanding of technology hardware, including desktop computers, laptops, tablets, printers, projectors, and scanners.
Troubleshoots and resolves minor wireless, network, switch, or printer issues; escalates major issues (wireless, network, etc.) to information technology (IT) infrastructure technical teams
Working knowledge of PC/LAN application software including Office 365 and Internet browsers (Internet Explorer, Chrome, Safari)
Set up and configure computer systems.
Troubleshooting issues related to MDM, OS, Standard Office Suite, and Browsers.
Second level support to Desktops, Laptops, Thin Clients, Printers, Scanners and Multi-Function Devices.
Trouble shooting issues related to business specific applications.
User provisioning of various business applications(ERP)
Support New Transitions, Ramp Up s/Down s, Business migrations/Site Consolidations Projects.
Knowledge Management Ensure the Knowledge Articles are used on all issues.
Install and configure computer hardware, operating systems, and applications.
Follow IT Infrastructure Library (ITIL) framework for incident and request management.
Record and track incidents and service requests in JIRA, ensuring proper documentation and updates throughout the lifecycle.
Work closely with Level 2 and Level 3 teams for complex issues, ensuring seamless handoffs and clear communication.

Qualifications we seek in you
Minimum Qualifications
Bachelors Degree required. Preferably in Computer Science, Information Systems, or related field.
Strong domain knowledge and technical orientation.
Knowledge of OS, MDM and Office Issues.

Preferred Qualifications/ Skills
Customer Service and Problem-Solving attitude.
Good communications skills in English.
Should be able to deliver on tight timelines.

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.