Technical Associate - IT Support Center

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125000 people across 30 countries are driven by our innate curiosity entrepreneurial agility and desire to create lasting value for clients. Powered by our purpose the relentless pursuit of a world that works better for people we serve and transform leading enterprises including the Fortune Global 500 with our deep business and industry knowledge digital operations services and expertise in data technology and AI.
Inviting applications for the role of Technical Associate IT Support Center

Responsibilities
Act as an escalation point for unresolved or escalated calls
Take 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 take ownership of user problems and be proactive when dealing with user issues.
Allocate more complex calls to the relevant IT Support members.
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 comply with the Quality System and the IT Operations Manual.
Track 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 selfservice capability such as through providing selfservice 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.
Ability to pay attention to detail.

Preferred Qualifications/ Skills
Proven work experience as operations supervisor
Indepth knowledge of performance metrics
Good PC skills especially MS Excel
Excellent communication and leadership skills
Organizational and timemanagement 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 pressured environments within a 24hour service structure

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 respect and integrity customer focus and innovation. Get to know us at and on X Facebook LinkedIn and YouTube.
Furthermore please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit paying to apply or purchasing equipment or training.