Technical Associate – Service Desk L1 & MIM

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 Service Desk L1 & MIM
Responsibilities
Handle the issues/request reported through various ticketing tool within agreed SLAs
Should handle Voice and Non-Voice tickets simultaneously.
Responsible for executive leadership and Board members IT support.
Advanced understanding of technology hardware including desktop computers laptops tablets printers projectors and scanners.
Troubleshoots and resolves minor wireless network switch or printer issues; escalates major issues (wireless network etc.) to information technology (IT) infrastructure technical teams
Working knowledge of PC/LAN application software including Office 365 and Internet browsers (Internet Explorer Chrome Safari)
Set up and configure computer systems.
Troubleshooting issues related to MDM OS Standard Office Suite and Browsers.
Second level support to Desktops Laptops Thin Clients Printers Scanners and Multi-Function Devices.
Trouble shooting issues related to business specific applications.
User provisioning of various business applications(ERP)
Support New Transitions Ramp Ups/Downs Business migrations/Site Consolidations Projects.
Support Infra Projects (Refresh/Upgradations/Migrations/New Technology Rollout)
Knowledge Management Ensure the Knowledge Articles are used on all issues.
Provide Hands and Feet support to other IT Teams for any scheduled activities.
Install and configure computer hardware operating systems and applications
Responsible for driving conference bridge(s) and Managing communication for high priority incidents and any service disruption in infrastructure (P1/P2/P3) in 24*7 environment.
Driving the efficiency and effectiveness of the incident management process.
Ensuring that all IT teams follow the incident management process for every incident.
Monitoring the effectiveness of incident management and making recommendations for improvement.
Driving developing managing and maintaining the major incident process and associated procedures.
Check Remedy que regularly and take care of tickets assigned to team.
Publish notifications as well as regular updates for Senior leadership consumption
Preparing Daily Weekly & Monthly reports
Qualifications we seek in you!
Minimum Qualifications
Bachelors Degree required. Preferably in Computer Science Information Systems or related field.
Strong domain knowledge and technical orientation.
Knowledge of OS MDM and Office Issues.
Customer Service and Problem-Solving attitude.

Preferred Qualifications/ Skills

Customer Service and Problem-Solving attitude.
Good communications skills in English.
Should be able to deliver on tight timelines.

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.