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Technical Associate - IT Support Center

Technical Associate - IT Support Center

Genpact

2 - 6 years

0 Lacs

hyderabad telangana

Posted:17 hours ago| Platform: Shine logo

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Skills Required

technology service desk performance metrics ms excel communication skills leadership skills slas itil certification multitasking operations supervisor pc skills organizational skills timemanagement skills written skills verbal skills itil methodology kpis

Work Mode

On-site

Job Type

Full Time

Job Description

As a Technical Associate in the IT Support Center at Genpact, you will play a crucial role in providing technical assistance and support to clients. Your primary responsibilities will include: - Acting as an escalation point for unresolved or escalated calls - Taking on a wider customer service role and promoting the customer service ethic to maintain a high degree of customer service for all support queries - Periodically reporting to senior management and representing the Service Desk during reviews and meetings - Ensuring staff take ownership of user problems and proactively dealing with user issues - Allocating more complex calls to the relevant IT Support members - Arranging for external technical support when problems cannot be resolved in-house - Keeping knowledge management systems and documentation up to date - Contributing to and complying with the Quality System and the IT Operations Manual - Tracking and reporting statistics to management on a periodic basis - Identifying and owning Users training requirements - Analyzing Incident trends and recommending and implementing actions to reduce Incidents - Increasing the availability of self-service capability by providing self-service articles and help documentation for common issues across Service Desks Qualifications we seek in you: Minimum Qualifications / Skills: - Must have a technology and service desk background - Graduate in any stream - ITIL certification - Multitasking skills Preferred Qualifications/ Skills: - Proven work experience as an operations supervisor - In-depth knowledge of performance metrics - Good PC skills, especially MS Excel - Excellent communication and leadership skills - Organizational and time-management skills - Excellent written and verbal skills - Experience/understanding of ITIL methodology - The ability to multitask across multiple incidents - Understanding of SLAs and KPIs - Experience of working in complex, high-pressure environments within a 24-hour service structure Please note that the primary location for this role is India-Hyderabad, and it is a full-time position requiring a Bachelor's or equivalent degree. The job was posted on May 5, 2025, and the unposting date is ongoing.,

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Technical Associate - IT Support Center