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Inviting applications for the role of Team Lead / Management Trainee Service desk
ResponsibilitiesThis role will consist of handling service desk team which will include performance, customer concerns, team admin issues and driving improvements. Along with other
Project related task on Adhoc basis and collaborate with partners.
Own the Service Desk and staff to provide 1st level technical support
Escalation point of Contact for unresolved issuesTake on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles
Periodic reporting to senior management and represent Service Desk during reviews/meetings.
Ensure staff takes ownership of user problems and be proactive while looking after user queries.
Arrange for external technical support where problems cannot be resolved in house.
Ensuring knowledge management systems and documentation are kept up to date
Contribute to and align with the Quality System and the IT Operations Manual.
Supervise and report statistics to management on a periodic basis, or as requested.
Identify and own Users training requirements.
Analyze Incident trends, and recommend and implement actions, with approval, to reduce Incidents.
Increase the Availability of self-service capability, such as through providing self-service articles and help documentation for common issues across Service Desks.
Qualifications we seek in youMinimum qualifications
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, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
,Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...