Genpact is Hiring Service Desk Agents

Genpact

2 - 4 years

4 - 9 Lacs

hyderabad

Posted:16 hours ago| Platform:

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Skills Required

incident management service desk itil

Work Mode

Work from Office

Job Type

Full Time

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.

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