Technical Associate - Helpdesk
Technical Associate - Helpdesk
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Job Description
Ready to build the future with AI
At Genpact we dont just keep up with technologywe set the pace. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges.
If you thrive in a fast-moving innovation-driven environment love building and deploying cutting-edge AI solutions and want to push the boundaries of whats possible this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay ahead. Powered by curiosity courage and innovation our teams implement data technology and AI to create tomorrow today. Get to know us at and on LinkedIn X YouTube and Facebook.
Inviting applications for the role of Technical Associate - Helpdesk
In this role you will be providing technical support and assistance to users. Act as the first point of contact for resolving hardware software and network-related issues. Perform initial troubleshooting document user interactions and escalate complex problems to higher-level support teams when necessary.
Responsibilities
Issue Identification: Serve as the first point of contact for users experiencing technical difficulties including hardware software and network issues.
Troubleshooting: Perform basic troubleshooting steps to resolve common problems such as password resets software installations and connectivity issues.
Documentation: Accurately log all user interactions and resolutions in the ticketing system to maintain detailed records.
Escalation: Identify complex issues that require advanced support and escalate them to the appropriate team or Level 1.5 support.
Customer Service: Provide excellent customer service by communicating clearly and empathetically with users.
Helpdesk L1.5 Responsibilities
Advanced Troubleshooting: Handle escalated issues from L1 support requiring more in-depth analysis and problem-solving skills.
Technical Expertise: Utilize specialized knowledge to resolve complex technical problems related to systems applications and networks.
Collaboration: Work closely with other IT teams to ensure timely resolution of issues and share insights for continuous improvement.
Process Improvement: Contribute to the development of best practices and procedures to enhance helpdesk efficiency and user satisfaction.
Training Support: Assist in training L1 staff on new technologies and troubleshooting techniques.
Qualifications we seek in you!
Minimum Qualifications
A degree in information technology or a related field is preferred
Preferred Qualifications/ Skills
Previous experience in a helpdesk or technical support role is beneficial.
Strong communication problem-solving and organizational skills are essential. Familiarity with ticketing systems and remote support tools is advantageous.
Why join Genpact
Lead AI-first transformation Build and scale AI solutions that redefine industries
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your careerGain hands-on experience world-class training mentorship and AI certifications to advance your skills
Grow with the best Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace
Committed to ethical AI Work in an environment where governance transparency and security are at the core of everything we build
Thrive in a values-driven culture Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140000 coders tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets build tomorrow together.
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.
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.
Required Experience:
IC
Employment Type
Full-Time
