Technical Associate– Workplace Services Service Desk

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 anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.

Inviting applications for the role of Technical Associate Workplace Services Service Desk

Responsibilities
Team Leadership:
oLead and manage a team of service desk analysts ensuring high performance accountability and quality of work.
oProvide coaching mentoring and professional development to team members.
oEnsure the team is adequately trained on technical skills service desk processes and customer service standards.
oConduct regular performance evaluations and provide feedback to team members.
Incident & Request Management:
oOversee the incident and request management process ensuring that issues are prioritized and resolved within agreed service level agreements (SLAs).
oManage escalated incidents and service requests that require higher-level intervention coordinating with other technical teams as necessary.
oMonitor ticket queues and ensure tickets are handled and resolved within specified timeframes.
SLA & Performance Monitoring:
oEnsure that the team meets or exceeds established SLAs and key performance indicators (KPIs).
oTrack team performance metrics (e.g. ticket resolution time first-call resolution customer satisfaction) and provide reports to the Service Desk Manager.
oImplement and enforce standard operating procedures (SOPs) to improve efficiency and quality.
Operational Efficiency:
oIdentify areas of improvement within the teams workflows and suggest improvements or process optimizations.
oHandle escalations effectively ensuring timely resolution of issues to meet business needs.
oEnsure adherence to ITIL best practices for incident problem change and service request management.
Customer Focus:
oProvide excellent customer service ensuring users have a positive experience when interacting with the service desk team.
oEnsure clear professional and timely communication with end-users regarding issue resolution and status updates.
oConduct follow-ups with users to ensure issue resolution satisfaction and gather feedback for continuous improvement.
Reporting & Documentation:
oMaintain accurate records of incidents service requests and actions taken within the ticketing system.
oPrepare and deliver reports on essential metrics like Productivity FCR Re-assignment score Call abandon rate Response & Resolution SLA and Team performance.
oEnsure knowledge base articles are up-to-date and relevant assisting the team in resolving issues efficiently.
Collaboration & Stakeholder Management:
oAct as a liaison between the service desk and other IT teams (e.g. Network Infrastructure Development) to resolve complex issues.
oEngage with key stakeholders to understand business requirements and ensure alignment between IT services and business needs.

Qualifications
Minimum qualifications
College diploma or university degree in the field of computer science.
Relevant work experience in Knowledge Management and Team Management.

Preferred qualifications
Strong communicator English in spoken and written form.

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.