Technical Associate - Service Desk Quality
- Genpact India
- 1 to 2 Yrs
- Noida, Gurugram
- 4 years ago
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Job Description
*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, IT Service Desk Quality Analyst role
Responsibilities- Process improvement Conduct process review, develop process and procedural documentation and continuous process improvement
- Performance monitoring Conduct regular audits on tickets, Chats, Call handling procedures including service desk communications (email, voice). Gather and validate work performance data.
- Reporting Data gathering and validation, report generation and presentation
- Training Conduct training on technical subjects and all applicable IT service desk processes
- Implements change as directed in the program and recommends process improvements
- Helps develop the business case for enhancements to process or new quality improvement programs
- Will work with management to gather requirements and competitive assessments
- Native Equivalent Written and Spoken English, including ability to rate English language usage and grammar
- Experience troubleshooting basic technical issues across PC, Mobile, Network, and Connected Devices
- Experience evaluating service desk agent performance
- Ability to provide direct feedback on agent performance including improvement opportunities
- Experience rating agent performance against defined KRAs
- Experience delivering soft skills and technical training to service desk agents
- Experience with ITSM-based Incident Management, Knowledge Management, and Request Fulfillment processes
- Experience with Continual Improvement methodologies
- Should have brief experience in training teams
- Should have experience in agent feedback
- Should be well versed with technology enabled capability development / deployment / integration.
- Should understand End User Computing and Service Desk area of operations
- Graduate, preferred in IT stream
- Experience working in a global organization as part of an enterprise support team
- Demonstrates strong written and verbal communication skills
- Must be flexible to man the shift during Europe working window
- Excellent interpersonal and communication skills (both Verbal and Written)
- Excellent knowledge of operating system like Windows XP or Windows7, Windows 8, Windows 10, preferably MCP/MCTS certified or certified in relevant technologies.
Customer management, Team management, Good Interpersonal and Communication skills, Detail Oriented, Problem solving and Analytical ability, Reasoning skills, Work Under Stress in multiple time zones
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.
,Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: Technical Support / HelpdeskFunctional Area: Not ApplicableRole/Responsibilies: Technical Associate - Service Desk QualityContact Details:
Company: Genpact IndiaLocation(s): Noida, Gurugram
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Genpact India
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 ...
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