Technical Associate - L1 Service Desk
- Genpact India
- 1 to 3 Yrs
- Hyderabad
- 5 years ago
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Job Description
*Technical Associate L1 Service desk
Function: Operations
Hyderabad, India
With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world s biggest brands and we have fun doing it. Now, we re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.
Transformation happens here. Come, be a part of our exciting journey Are you the one we are looking for
Inviting applications for the role of Technical Associate L1
Responsibilities
- 24x7 Level 1 IT Service Desk support through Phone, Chat, Email & Web (Self-service)
- Provide Incident, query and service request management and monitoring (incl. escalation)
- Initial remote desktop support, user access management, password reset, account unlocks, VPN issues, Microsoft Issues, Internet, Soft & Hardware Issues, 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
- Comprehend the issue, search on Knowledge Management Tool and communicate/narrate effectively
- Use of soft skills - Listen, Appreciation, Courtesy etc.
- Utilize professional techniques to retain & delight customers.
- Provide quality service & resolve concerns efficiently & expertly
- Above all, take full ownership of the Incident from Creation to Closure
Minimum qualifications
- Graduate in any stream
- Graduate in any stream
- 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 efficiency suites.
- Expertise in Active Directory administration, including creation of domain/exchange accounts.
- Excellent troubleshooting skills.
- Ability to work effectively in a fast-paced environment.
- 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.
- Good written and presentation / verbal communication skills with experience of customer interfacing role. In-depth requirement understanding skills with good analytical and problem-solving ability, interpersonal efficiency, and positive attitude
- Excellent customer facing skills that include conducting compelling technical briefing & demonstrations including issues, status reports and resolving impediments.
Preferred Skills:
- Good communication skills
- Should have understanding of below Technical Skills:
- Basic Networking
- Win NT/2000
- MS Office 2007, 2010
- IE6 & IE8
- OS - WinXP, Win7, Win 10
- Outlook 2007, 2010, 2016
- PC/Laptop/Handheld/Printers
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.For more information, visitwww.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube
,Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: General / Other SoftwareFunctional Area: Not ApplicableRole/Responsibilies: Technical Associate - L1 Service DeskContact Details:
Company: Genpact IndiaLocation(s): Hyderabad
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