Technical Associate - Helpdesk

Ready to build the future with AI
At Genpact, we don't just keep up with technology-we set the pace. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies most complex challenges.If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what's possible, this is your moment.Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.Inviting applications for the role of Technical Associate - HelpdeskIn this role you will be providing technical support and assistance to users. Act as the first point of contact for resolving hardware, software, and network-related issues. Perform initial troubleshooting, document user interactions, and escalate complex problems to higher-level support teams when necessary.Responsibilities.Issue Identification: Serve as the first point of contact for users experiencing technical difficulties, including hardware, software, and network issues..Troubleshooting: Perform basic troubleshooting steps to resolve common problems, such as password resets, software installations, and connectivity issues..Documentation: Accurately log all user interactions and resolutions in the ticketing system to maintain detailed records..Escalation: Identify complex issues that require advanced support and escalate them to the appropriate team or Level 1.5 support..Customer Service: Provide excellent customer service by communicating clearly and empathetically with users..Helpdesk L1.5 Responsibilities.Advanced Troubleshooting: Handle escalated issues from L1 support, requiring more in-depth analysis and problem-solving skills..Technical Expertise: Utilize specialized knowledge to resolve complex technical problems related to systems, applications, and networks..Collaboration: Work closely with other IT teams to ensure timely resolution of issues and share insights for continuous improvement..Process Improvement: Contribute to the development of best practices and procedures to enhance helpdesk efficiency and user satisfaction..Training Support: Assist in training L1 staff on new technologies and troubleshooting techniques.Qualifications we seek in you!Minimum Qualifications.A degree in information technology or a related field is preferred

Preferred Qualifications/ Skills
.Previous experience in a helpdesk or technical support role is beneficial..Strong communication, problem-solving, and organizational skills are essential. Familiarity with ticketing systems and remote support tools is advantageous.Why join Genpact.Lead AI-first transformation - Build and scale AI solutions that redefine industries.Make an impact - Drive change for global enterprises and solve business challenges that matter.Accelerate your career-Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills.Grow with the best - Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace.Committed to ethical AI - Work in an environment where governance, transparency, and security are at the core of everything we build.Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progressCome join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let's build tomorrow together.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 respect and integrity, customer focus, and innovation. 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 %27starter kit,%27 paying to apply, or purchasing equipment or training.