Technical Associate - IT Support Center
- Genpact
- 2 to 6 Yrs
- Hyderabad
- 2 months ago
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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.,
Employement Category:
Employement Type: Full timeIndustry: IT Services & ConsultingRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Technical Associate - IT Support CenterContact Details:
Company: GenpactLocation(s): Hyderabad
Keyskills: technology service desk performance metrics MS Excel communication skills leadership skills SLAs operations supervisor
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Genpact
Genpact Headstrong Capital Markets is a global consulting and IT services company with a specialized focus in capital markets. With more than 20 years of experience consulting with 9 of the worlds top 10 investment banks, we are the world’s leading technology services provider for the fin...
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